Customer Service Analyst

Glen Raven is recruiting for a Customer Service Analyst which will analyze customer service department's operations and provide recommendations on ways to improve productivity and customer satisfaction levels. Develop strategies and techniques to enhance the department's effectiveness. Oversee development of procedures and policies. Perks and Benefits Health, Dental and Vision Benefits Short Term & Long Term Disability 401 (k) Retirement Plan and Pension Plan Wellness Program Vacation & Holiday Pay Responsibilities: Manage customer contacts and customer communications/mailings in all systems Support CRM for customer service Manage B2B portal system troubleshooting, improvements, inquiries, and other needs Assist with shipping/breakdown process Manage aged and obsolete inventory sales, manage closeout customers Develop and maintain standard operating procedures and performance measures for customer service and consumer service functions Manage product specification process and respond to customers/sales requests Support the order allocation process and systems, investigate and improve allocation of inventory to improve service and reduce losses Locate and define new process improvement opportunities. Work with IT group to review and enhance processes used by customer service. Lead and oversee any special projects assigned by Director or Supply Chain VP. Assist with training employees on systems and procedures. Serve as back up to customer service representatives Education & Experience: 4 year college degree 3-5 years of prior customer service experience. 2-4 years analytics experience. Computer proficiency with email, spreadsheets, word processing and other Windows based software. Research best practices and define new process improvement opportunities within the customer service functions. Compile and maintain all required paperwork, records, and documents. Work closely with management to prioritize business and information needs. Help to produce ad hoc data and reports. Exceptional attention to detail and ability to prioritize and work under pressure. Exceptional verbal, written and interpersonal communication skills Why Glen Raven: Working at Glen Raven allows you to be part of a hard-working team proud to weave connections worldwide with some of the most trusted brands in textiles like Sunbrella. Every day, we strive for and welcome diverse voices, solutions-driven ideas and innovative opportunities for continued growth throughout the company. We work toward a shared success while lifting each other up on the job and in our communities. Together, we keep the world spinning. Join our team. Connect people and drive innovation beyond the boundaries of Glen Raven Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Glen Raven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruitingglenraven.com or 336-227-6211. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)