Customer Support Analyst

Role overview

Duties and responsibilities

• Develop, track, compile, analyze, and communicate measures of customer service and business activity.
• Perform office duties, order supplies, scan and fax documents, file records, and answer phones.
• Maintain safe working conditions and keep operations managers informed about issues affecting plant production.
• Transfer orders into Supply Connect; print production orders, labels, and forms; maintain spreadsheets and reports.
• Review backlog and maintain shipping-load folders with pick slips, labels, draft manifests, and PO sheets.
• Enter data into customer sites such as TMS and TMC; coordinate shipment pickup appointments; assist with customer requirements.
• Maintain customer files and scan and email bills of lading to Retail's Central Receiving Manager.

Education and experience

• High school diploma or GED is required.
• Microsoft Office experience is required; computer literacy and data-entry capability are required.
• Manufacturing experience, computer data-entry experience, and corrugated box industry experience are preferred.

Skills and abilities

• Communicate clearly with production employees, management, and customers; read and interpret reports and instructions; write routine reports and correspondence.
• Perform basic arithmetic and calculations involving rates, ratios, percentages, costs, and volumes.
• Apply common-sense reasoning to instructions and problems with limited information.
• Know computer data-entry applications, production processes, the DC Quality System, and customer requirements.
• Work independently in a high-volume, multitasking environment and show decision-making, self-motivation, and results orientation.

Physical and work environment

• The role requires walking on the manufacturing floor, standing, sitting, bending, reaching, and lifting 15 to 45 pounds.
• Work may involve wet or humid conditions, moving mechanical parts, fumes or airborne particles, loud noise, and hot, cool, or cold plant temperatures.

Performance measures