Customer Solutions Specialist

The Customer Solutions Specialist OR Analyst serves as a point of contact for customers regarding order management, fulfillment, and satisfaction. This role ensures accurate and timely processing of customer orders while proactively managing shipment issues, discrepancies, and reporting. Strong attention to detail, advanced Excel skills, and data-driven insights will be key to success., Order Management

• Manage sales orders, including entering customer details accurately.
• Confirm POs reflected in internal ERP systems and resolve discrepancies.
• Provide confirmations and realistic promise dates for order fulfillment, adjusting timelines based on feedback from Scheduling and Purchasing.
• Communicate order changes, prioritizations, and shipping requirement updates to stakeholders.
• Send shipping documentation to customers (e.g., Bills of Lading, Packing Slips).

Customer Satisfaction

• Manage the discrepancy process and submit disputes related to shipment issues.
• Oversee customer ratings: review ratings, submit disputes, and coordinate performance improvement initiatives.
• Establish and maintain clear communication channels with customers, ensuring all inquiries are resolved effectively.

Reporting and Data Analysis

• Develop and distribute order and shipment reporting (daily, weekly, monthly).
• Track and report key customer performance metrics.
• Use advanced Excel skills to analyze data, identify trends, and improve operational efficiencies.
• Provide internal reporting as requested by stakeholders

• Bachelor’s Degree in Business or related field
• 1-2 years of experience in customer service, order management, or a related operational role.
• Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP) with the ability to analyze and transform large data sets.
• Excellent organizational, communication, and problem-solving skills.

EDUCATION and/or EXPERIENCE

One year certificate from college or technical school; or three to six months related work experience and/or training; or equivalent combination of education and experience. Experience in customer service material management, logistics including EDI communication preferred.

LANGUAGE SKILLS

Communicates clearly and concisely in both written and oral forms; reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.

COMPUTER SKILLS

Basic Computer skills required for data entry, email communication, customer portal access. Working experience with spreadsheet applications (e.g. Microsoft Excel) preferred., Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.