Customer Support Analyst

The Customer Support Analyst plays a critical role in supporting customer satisfaction, operational accuracy, and continuous improvement through a blend of data analysis, order processing, and customer support. This position is responsible for analyzing customer and service data, maintaining accurate order execution, and identifying trends that impact service quality, efficiency, and customer experience.

This role balances analytical insight with hands-on transactional execution, supporting internal teams and customers while driving data-informed improvements across customer service operations.

Duties + Responsibilities

Customer Data & Analytics

• Collect, analyze, and interpret customer and service data from multiple sources to identify trends, risks, and improvement opportunities.
• Develop, monitor, and report on key performance indicators (KPIs), including but not limited to NPS, CSAT, CES, order accuracy, and service response metrics.
• Conduct root-cause analysis on customer issues, order discrepancies, and service failures.
• Identify recurring issues and contribute insights to improve processes, training, and service delivery.
• Support the identification of training needs for customer service staff based on performance data and trends.
• Prepare reports, dashboards, and summaries for leadership and cross-functional teams.
• Stay current on industry trends, best practices, and tools related to customer experience and analytics.

Order Processing & Customer Support

• Accurately enter customer orders received via email, web, or other approved channels into the ERP system.
• Review and verify orders for completeness, including item numbers, pricing, discounts, shipping instructions, and customer details.
• Generate pricing, order confirmations, acknowledgments, and related documentation.
• Maintain accurate and up-to-date customer and order records, including changes, cancellations, and revisions.
• Communicate with customers regarding order status, production timing, and shipping delays.
• Provide direct customer support as needed to meet service levels and business demands.
• Process customer requests and follow up with results in a timely manner.

Collaboration & Continuous Improvement

• Collaborate with purchasing, production, shipping, and sales teams to ensure accurate due dates and on-time delivery.
• Participate in daily or recurring operational meetings to support production planning and customer inquiries.
• Assist with continuous improvement initiatives within the customer support function.
• Uphold all company policies, procedures, and safety requirements.

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Required

• 2+ years of experience in customer service, order management, analytics, or a data-driven operational role.
• Strong analytical and problem-solving skills with high attention to detail.
• Proficiency in Microsoft Excel; working knowledge of ERP systems.
• Ability to communicate data to non-technical audiences
• Cross-functional influence without authority
• Excellent written and verbal communication skills.
• Strong organizational, time management, and prioritization abilities.
• Customer-focused mindset with the ability to collaborate effectively across teams.

Preferred

• Experience in a manufacturing or industrial environment.
• Working knowledge of SQL.
• Experience with CRM systems.
• Familiarity with reporting, data visualization, or dashboard tools.

Education

• Bachelor’s degree in business administration, marketing, data analytics, or a related field preferred.
• Equivalent combination of education and experience will be considered.

Physical Demands + Work Environment

• While performing the duties of this job, the employee is regularly required to sit and frequently required to walk, stand, stoop, and reach with hands and arms. Job duties may occasionally require lifting or moving objects up to ten (10) pounds. Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.