At National Machinery we take pride in our skilled workforce and are continuously seeking eager individuals to join our innovative team. National Machinery is a world-class middle market company that designs and manufactures cold forming machinery. It takes many dedicated positions to make our global company excel as an industry leader in the metal forming market. If you are interested in pursuing a career with a company that is well capitalized and privately held by an ownership group that is focused on long term growth, please consider applying.
EEO/M/F/D/V CUSTOMER SUPPORT & BUSINESS SYSTEMS ANALYST ***ON SITE POSITION*** POSITION SUMMARY Manages daily customer support activities while identifying and implementing opportunities to improve operational efficiency through business process automation, workflows, data analytics, and system enhancements. Responsible for delegating daily customer inquiries, quotation and order-related activities, and internal coordination while actively working to streamline and automate these processes. Focuses on reducing repetitive administrative work through automation and AI-assisted solutions, allowing the position to take on expanded responsibilities involving IFS process improvements, business intelligence reporting, and operational efficiency initiatives. ESSENTIAL DUTIES & RESPONSIBILITIES Customer Support Operations – Primary Responsibilities - Handle daily customer and internal inquiries received through email, phone, electronic platforms, and sales representatives.
- Enter, process, and maintain customer inquiry, quotation & order information within the company's ERP system.
- Verify product specifications, pricing, availability, and delivery information.
- Coordinate with customers and internal departments to determine appropriate delivery methods and support requirements.
- Route customer inquiries to the appropriate teams for resolution.
- Monitor and follow up on outstanding inquiries to ensure timely customer responses.
- Work closely with Customer Support personnel to improve departmental responsiveness and consistency.
- Perform other Customer Support responsibilities as assigned.
Business Process Improvement & Automation - Evaluate existing Customer Support processes and identify opportunities to reduce manual administrative activities.
- Develop and implement automated workflows to improve inquiry management, data entry, follow-up activities, and order processing.
- Explore and implement AI-assisted tools and agents to automate repetitive tasks while maintaining accuracy and customer service quality.
- Identify opportunities to improve processes within IFS and other business systems.
- Collaborate with Information Technology and other departments to implement practical automation solutions.
- Document improvements and measure their effectiveness in reducing manual effort and improving operational efficiency.
- Support global affiliates with IFS training, process standardization, troubleshooting, and ongoing improvements to Aftermarket and Customer Support operations.
Data Analytics & Business Intelligence - Develop and maintain SQL queries to retrieve, analyze, and validate data from IFS and related business systems.
- Create and maintain Power BI dashboards, IFS dashboards, and operational reports.
- Analyze customer orders, quotations, delivery performance, and other operational metrics to identify trends and improvement opportunities.
- Investigate data discrepancies and work with appropriate departments to resolve underlying issues.
- Develop reporting tools that improve visibility into departmental performance and support management decision-making.
- Support additional reporting and business process improvement initiatives throughout the organization.
MINIMUM QUALIFICATIONS - Bachelor's degree in Business Analytics, Information Systems, Computer Science, Business Administration, Engineering, or a related field.
- 3–5 years of relevant experience in business systems, data analytics, process improvement, customer support operations, or a related role.
- Basic knowledge of SQL, including data extraction & cleansing.
- Experience developing dashboards and reports using Power BI or similar business intelligence tools.
- Experience working with ERP systems and business processes.
- Strong analytical and problem-solving skills with the ability to identify inefficiencies and develop practical solutions.
- Excellent communication and organizational skills with the ability to manage multiple responsibilities.
- Ability and willingness to perform daily operational Customer Support duties while independently pursuing process improvement initiatives.
PREFERRED QUALIFICATIONS - Experience working with IFS ERP software.
- Experience with Microsoft SQL Server and Oracle environments.
- Experience developing automated workflows using Microsoft Power Automate, Power Apps, or similar tools.
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