Customer Support Analyst

  • LocationRemote U.S.
  • Customer support
  • Full Time

Description

CRITICAL CHARACTERISTICS & COMPATABILITY

Skills needed to fulfill role would be, strong analytical skills, time management, knowledge of databases ( i.e. SQL Server, Oracle), Microsoft Windows, Virtual Machines and accessing those machines, knowledge of Forecasting, Inventory Planning and Replenishment planning applications and their business use.

  1. Utilization. Review backlog and ensure we are meeting SLA and customer expectations. This relates specifically to time management and the ability to handle multiple tasks at the same time.
  2. Industry Knowledge. Deep knowledge of one or more components. This knowledge must be related to Forecasting, Inventory Planning or Replenishment planning.
  3. Engagement. Contributes to customer success initiatives to drive user adoption, contribute towards enhancement requests and promote user references.
  4. Honesty/integrity. Does not cut corners ethically.  Earns trust and maintains confidences.  Does what is right, not just what is politically expedient.  Speaks plainly and truthfully Persistence. Demonstrates tenacity and willingness to go the distance to get something done.
  5. Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information, especially new technology.
  6. Takes Initiative. Acts without being told what to do. Brings new ideas to the table.
  7. Flexibility/adaptability. Adjust quickly to changing priorities and conditions. Copes effectively with complexity and change.
  8. Enthusiasm. Breathe passion for our clients, our craft and our company in all that we do.
  9. Accountability. Takes accountability for our actions, our commitments and each other.
  10. Natural curiosity. Is genuinely interested in learning more and diving into nuisances with the ability to discern early patterns technology or skills.
  11. Cross-functional support. Reaches out to peers and engages direct reports to establish an overall collaborative working relationship.

POSITION REQUIREMENTS

  • Bachelor’s degree, preferred, or equivalent experience considered.
  • A minimum of 2-5 years is required of the following:
    • Customer success, relationship management, or account management.
    • Planning experience, or consulting on Demand Planning, Inventory Planning, Replenishment Planning.
    • Supply Chain planning systems functionality and technology.
  • Experience in supply chain challenges, planning and analysis, and business process.
  • Experience with SaaS environment, strongly preferred.
  • Demonstrates strong communication, listening, team building, and conflict management skills.
  • Preferred but not required: project management experience Yes
  • Experience with SaaS environment, strongly preferred.

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