Customer Service Analyst Specialist

About the role

The Customer Service Analyst Specialist supports the manufacturing plant by analysing order trends, coordinating with customers and internal teams, and ensuring efficient production and delivery. This role acts as the primary bridge between the plant and its customers, helping to balance demand, capacity, and inventory.

Key responsibilities

• Analyse EDI orders to identify increases or decreases in customer demand and decide on production planning based on press capacity and raw‑material availability.
• Attend cross‑functional meetings to stay informed about new business, engineering change notices, and potential material shortages.
• Maintain daily communication with customers, serving as the liaison between them and the plant.
• Calculate weekly sales forecasts and prepare shipment paperwork.
• Participate in the 8:10 am daily GTS staff meeting.
• Track and report Customer Service KPI’s such as delivery performance, premium freight, and sales accomplishment.
• Manage charge recovery, overtime, and fee adjustments when demand fluctuates.

Required profile

• High school diploma or equivalent (or comparable experience).
• Minimum 3 years of customer service experience, preferably in a manufacturing or logistics environment.
• Demonstrated focus on customer satisfaction and ability to respond quickly to issues.
• Experience using scorecards or other metrics to monitor performance.
• Advanced proficiency with Microsoft Excel and the broader Office suite.
• Experience working with databases and ERP systems; PLEX preferred.

Required skills

• Excel
• Microsoft Office
• PLEX (ERP)
• Databases
• EDI