Customer Service Account Analyst

Work location: REMOTE 

Work Schedule: Monday - Friday, 10 am to 7 pm Eastern Standard Time

The Customer Account Analyst (CAA) for the North America Customer Services group is responsible for all functions relating to the servicing of customer accounts. The CAA is expected to provide an exceptional level of support and expertise to customers by effectively managing issues and responsibilities that are inherent to the position. The CAA acts as a liaison between Sales, Supply Chain, Manufacturing, Product Management, and Logistics in fulfilling requests and for problem resolution as needed. 

ESSENTIAL JOB FUNCTIONS:

• Manage a portfolio of customer accounts
• Enter orders in an effective and precise manner
• Recognize appropriate situations for escalation
• Actively communicate with the customer on order changes, future orders, and other non-order related requests.
• Develop strong relationships with customers, as well as the sales team and other functional areas within Sun Chemical
• Establish and complete contacts from various channels (email, phone, chat)
• Identify potential issues and work to resolve them proactively
• Follow established processes to manage exceptions
• Monitor customer open orders and shipments, as well as other relevant data

REQUIRED EDUCATION AND EXPERIENCE:

• 2-3 years’ experience in a business-to-business environment with a proven track record of servicing internal and external customers
• Customer-focused with strong interpersonal skills
• Must be able to use critical thinking skills to help solve problems or generate new ideas
• Ability to prioritize customer demands and manage multiple requests with attention to detail
• Excellent level of proficiency in business communication, including strong verbal and written communication skills required
• Some experience with SAP or other ERP system preferred
• Proficient Microsoft Office skills (Word, Excel, Outlook)
• High School Diploma/GED required.

BENEFITS:

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary.