What are the responsibilities and job description for the Customer Service Analyst position at IAP?
Support reporting and data analysis activities in Customer Service as required by the customer and IAP management staff. Provide backup for Account Specialist in the department as necessary.
Essential Functions:
• Establish new work orders and accessories along with appropriate cross-references to customer billing codes.
• Monitor, update, and modify work order codes within the AS400 system as required.
• Provide data analysis, reporting, and key performance indicators to customers, IAP managers, and staff as needed.
• Utilize AS400 queries and extract data from the vehicle processing system.
• Create, maintain, and update Excel spreadsheets, charts, and graphs to present data in an understandable format.
• Perform exploratory data analysis to uncover errors, patterns, and anomalies in data.
• Maintain all customer PIO guides and generate accessory codes.
• Identify and address data quality issues and discrepancies.
• Respond accurately to requests for information from other departments, customer representatives, and customers.
• Complete monthly reports and billing information by the established deadline.
Position Qualifications and Requirements:
• High school diploma or GED equivalent.
• Must hold a valid driver’s license.
• Must be able to obtain a Transportation Worker Identification Credential (TWIC Badge).
• Minimum of two (2) years of experience with Microsoft Excel, including proficiency in creating, sorting, filtering, and analyzing spreadsheets.
• Ability to type a minimum of 40 words per minute (wpm).
• Experience with IBM AS400 systems.
• Ability to record and verify alphanumeric strings 17 characters in length.
• Effective verbal and written communication skills.
• Strong attention to detail and ability to coordinate multiple tasks simultaneously.
Physical Requirements:
• Ability to remain in a stationary position (seated) for extended periods while operating computer equipment.
• Must be able to lift and install computer hardware (up to 25 lbs) as required.
Working Conditions:
• Work is performed in an open office environment with typical noise levels and distractions.
• Occasional overtime required to support operations, particularly during the absence of other Customer Service staff.
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.
IAP, LLC is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex (including pregnancy); sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.