Customer Experience Analyst II

The Customer Experience Analyst II is exposed to various aspects of U.S. Steel’s overall business and will manage a specific group of customer accounts to achieve major business objectives. The interaction with the customer and multiple functional groups within the Corporation will provide a well-rounded basic knowledge of the order-to-cash process from beginning to end.  This is a remote commuter position, and you will have the ability to work remote while also being able to commute to one of our Automotive Center in Troy, MI for training, development, and collaboration. In addition, up to 25% travel can be expected.

Responsibilities:

• Manages orders through the Oracle EBS order entry system while ensuring order specifications, sizes, pricing, and any other production or shipment information is compared to and validated against the customer purchase orders.
• Maintains customer forecasted releases through forecast system.  Responsible for analyzing, identifying trends and discussing with customers/manager to put action sin place.
• Communicates regularly with customers, producing facilities, technical personnel, and Marketing on various issues including order entry, production, pricing, etc.
• Follows the production of orders to ensure on-time delivery to the customer. 
• Releases material and ensure delivery based on requirements from the customer.
• Manages inventories, and specifically aged inventories, as well as shipments to meet customer supply requirements.  
• Collaborates with the Regional Sales Manager to maintain favorable customer relationships and obtain specific market information for business forecasting.  
• Performs root cause analysis for inventory variance to ensure all exception issues are being addressed with corrective action.
• Participates in projects to deliver initiatives with a focus on efficiency improvements.
• Provides outstanding service experience for the customer.
• Develops deeper understanding of potential headwinds and time limitations when soliciting help from supporting organizations.

Requirements: 

• Bachelor’s degree in business administration, communications, supply chain management, or a closely related field OR an equivalent combination of education and experience 
• Three to five years of related experience in customer experience or closely related function 
• Excellent communications and interpersonal skills  
• Excellent planning and organization skills 
• Possess excellent attention to detail while working in a fast-paced environment
• Have proficiency in Microsoft Office, particularly Excel 
• Ability to adapt to and master web-based support applications
• Demonstrated ability to work collaboratively in a matrix environment
• Related experience in steel, metals, or closely related industry preferred 

Preferred Skills:

• Ability to use problem solving techniques to identify and enhance customer value drivers 
• Demonstrates effective project management skills and the ability to manage multiple tasks 
• Identifies and develops opportunities for projects across multiple supply chain disciplines.

Work Environment/Physical Requirements:

• Commuter remote structure.
• Ability to travel 25% of the time.
• Capability to constantly operate a computer.
• Must be able to remain stationary 50% of the time.