• International Customer Service Analyst, Neenah Filtration

    Job Locations US-WI-Appleton
    Job ID
    2019-1675
    # of Openings
    1
    Category
    Customer Service
  • Overview

    The Customer Service Analyst provides service to our customers through transactional and operational excellence to ensure their expectations are met or exceeded; as the main point of contact this role is the voice and face of the company, professionally and promptly handles requests, inquiries and a host of other duties that vary depending on the type of product the customer is requesting.

     

    This position is involved in the activities that lead to capturing an order for Neenah Paper filtration products. This involves contact with customers, sales, planning, logistics, and marketing. The customer service analyst is responsible for the maintenance and upkeep of various system records, following-up on customer inquiries, and assisting customers with product questions and any service issue. He or she will focus on providing an efficient and effective process from customer inquiry through invoicing as well as building strong value chain relationships with customers, sales, planning, and others within the organization.

    Responsibilities

    1. Provide exceptional service to the customer by providing timely and accurate communication and support in all areas of the ordering process
    2. Answer product availability and lead-time questions.  Maintain a high level of professional and ethical standards in all business interactions
    3. Look for and communicate improvement opportunities
    4. Work as a liaison between other functional areas including R&D, Planning, Operations, Quality, Transportation, and Sales teams to meet customer’s requests while maintaining accurate order details
    5. Build relationships to gain customer confidence and loyalty by delivering prompt and professional solutions for inquiries and challenges
    6. Process orders accurately and timely
    7. Create and maintain items for customers, including the packaging, labeling and splicing specifications
    8. Request bookings, fill containers, and assist with coordinating shipments to ensure efficient deliveries
    9. Log and update quotes completely in database
    10. Acts on quality complaints and logs complaint/credit requests in the PQC database.
    11. Develop personal strength and growth within the department and strive to create an environment that delivers a supportive, high achievement culture
    12. Possess a strong knowledge of our product offerings

    Qualifications

    • A Bachelor’s degree and 2-3 years of customer service experience.
    • Fluency in Spanish desirable.
    • Demonstrate personal credibility through strong communication skills, achieving results, and trusted relationships with others.
    • Willingness to challenge the status quo and facilitate different perspectives to drive solutions.
    • Familiarity with MS Office products and ERP systems a distinct plus.
    • Highly motivated with minimal supervision required.

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