Customer Service Analyst

Uniforce Staffing Solutions - Montvale, NJ

Full-time - Entry Level

Montvale, NJ

Administrative and Support Services

About the position

The National Account Customer Experience Analyst plays a crucial role in ensuring the accuracy and efficiency of order processing and finance transactions within an international consumer products company. This position is responsible for managing customer relations, verifying financial transactions, and providing support for collections and reporting, ultimately enhancing the customer experience.

Responsibilities

• Ensure accurate order entry into SAP.
• Perform complete review of customer Purchase Orders.
• Request customer specific set up through Master Data.
• Identify and make all necessary order adjustments.
• Coordinate upload of special pricing into SAP, if applicable.
• Engage with branch/dealer on large installs - coordinate shipments, 3rd party warehouse, staged deliveries, etc.
• Make business decisions relating to customer to either approve or decline special requests, including but not limited to: determining whether to accept, or reject each Purchase Order.
• Review and evaluate to approve or deny terms regarding invoicing and cash application with respect to terms of revenue, payment of sales reps and dealer commissions, and shipping charges.
• Decision making concerning shipment of supplies/materials to customers when dealers decline to ship directly.
• Decision making re whether orders may be released in each situation prior to full documentation (i.e., a revised PO) being received.
• Timely submit Leasing orders for credit approval.
• Proactively consolidate credit approval requests by PO.
• Order management - Create reports to manage portfolio, including order status, timely delivery of equipment.
• Issue Return Authorizations and timely follow up on equipment return.
• Manage return credits to close out original invoices on reshipped equipment.
• Prepare funding packages for lender verifying all components of customer contracts.
• Responsible for accurate billing of federal, state, and commercial customers.
• Communicate any customer-specific billing requirements at time of funding submission to minimize rebilling.
• Follow up with lender on funding to maintain delinquencies under 60 days.
• Review reports to identify any contract adjustments.
• Resolve all customer and dealer disputes and inquiries.
• Backup for answering emails in customer service mailbox, providing PO status, tracking and forwarding orders to the correct CSR for processing.

Requirements

• Thorough knowledge of SAP system.
• Advanced MS Excel skills, including the ability to create and manage spreadsheets using intermediate level formulas.
• Minimum of 2 years experience in a similar role.
• A four-year college degree in business or equivalent prior experience is preferred.
• Extensive experience with problem solving.
• Reconciliation skills for analyzing issues related to invoice discrepancies and lender service compensation.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication and interpersonal skills.