Customer Service Analyst

POSITION SUMMARY:

The Customer Support Analyst will provide customer service sales support to DEUTZ Xchange customers, as well as those within the organization. The Customer Support Analyst is responsible for deploying various customer solutions to improve the DEUTZ customer experience and streamline customer interaction. The ideal candidate must have a strong work ethic and exceptional customer service skills with the ability to coordinate and handle difficult and/or unusual situations with internal and external customers.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Review customer requests for quotation and respond in a timely manner
• Negotiate special pricing for multi qty orders
• Continually review stock levels of finished goods to ensure fast inventory turns
• Enter sales orders for remanufactured Henzmann governors and arrange shipment
• Work closely with Production Planning to ensure that customer delivery requirements are met
• Maintain required operational metrics

Duty Position Tasks:

• Assign tickets to the appropriate coordinator
• Quote engines for DCX
• Identify parts numbers for coordinators and customers
• Request part numbers from Ulm
• Coordinate with engineering for technical, application and part number set up issues in JIRA and via e-mail
• Ship data plates per engineering requests
• Backfill in for order entry when needed
• Provide order status when needed
• Maintain warranty information in SAP for DCX engines
• Answer the phone for end user, distributors, dealers and rental houses
• Suggest alternative parts and engines when production planning cannot build
• BOM comparisons
• Coordinate with shop personnel to determine the status of an engine build
• Forward phone messages to the appropriate employee

Supervisory Responsibilities: Individual Contributor

Travel Demands: Anticipated domestic and international travel is approximately 0-10% depending on business needs.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION/EXPERIENCE:

X High School Diploma or GED

X Extensive SAP skills that support sales administration activity

X Experience with Customer Service operations and dealing with OEM and Distributor network personnel

X Proven success in a team environment

X Strong knowledge of Microsoft Office products with a particular focus on intermediate/advanced Excel.

X Diligent work ethic and ability to prioritize the processing of customer service transactions

ADDITIONAL REQUIRED SKILLS:

• Effective written and verbal communication skills with the ability to collaborate on tasks with other employees and establish correct record-keeping procedures.
• Ability to work independently, make improvement suggestions, and work in a team environment is a must.
• Strong negotiation and relationship-building skills with the ability to establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Strong attention to detail to minimize errors and create a memorable DEUTZ customer experience
• Strong ability to prioritize and multi-task daily while maintaining a high level of confidence and professionalism

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Office work environment with quiet to moderate noise level.

PPE Requirements:

• Standard PPEs as facility requires- Steel Toe Shoes, Safety Glasses, earplugs where required.
• Follow company COVID PPE requirements as stated by DEUTZ COVID Policy.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Concentration/Attention to Detail (Constant) Vision (Close, Constant)
• Sitting (Frequently) Verbal
• Communication (Frequent) Standing & Bending (Frequently)
• Walking (Frequently) Hearing/Listening (Frequently)

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Type: Full-time

Pay: $49,000.00 - $54,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Work Location: In person

Salary : $49,000 - $54,000