What are the responsibilities and job description for the Customer Service Analyst position at Green Bay Converting?
Green Bay Converting is looking for a Customer Service Analyst to support our day-to-day customer service operations, bring structure to how we track and report on performance, and help us find smarter ways to work as we grow. This is a great fit for someone who's detail-oriented, comfortable in spreadsheets, and wants to grow into a broader Operations/BI role as our reporting infrastructure matures.
What you'll do:
Handle day-to-day customer service activities, including order entry and order management
Serve as a point of contact for customer questions, order status, and issue resolution
Track and report on customer service KPIs (order accuracy, response times, OTIF, etc.)
Build and maintain reporting tools and dashboards used across the CS team and leadership
Partner with Customer Service, Planning, and Operations to identify trends and flag issues before they become problems
Bring fresh eyes to our CS processes and workflows — we're always looking for ways to work smarter, and your input matters here
Support process improvement initiatives with clean, reliable data
What you need:
Strong Excel skills — comfortable with formulas, pivot tables, and cleaning up messy data (required)
Sharp attention to detail and comfort working with numbers day-to-day
Clear communicator — you'll be translating data for people who don't live in spreadsheets
Curiosity and a bias toward figuring things out, not just flagging them
Genuine interest in AI and new technology — you don't need to be an expert, but you should be excited to learn and use new tools as they come into the role
Nice to have (not required):
Exposure to Power BI or other reporting/dashboard tools
Prior experience in customer service, supply chain, or manufacturing environments
Comfort with (or interest in learning) SQL or other data tools
Support & resources:
You won't be building this alone — GBC has a skilled internal AI team that can support your requests for dashboards, applications, and other tools as you identify opportunities to improve how we track and report on CS performance.
Growth path:
This role starts with hands-on customer service work — order entry, day-to-day account support, and issue resolution. As you build a track record and GBC's reporting/BI capabilities expand, there's a real opportunity to grow into a broader Operations/Business Intelligence function for the right person who shows initiative.
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: In person
Salary : $55,000 - $60,000