Customer service and ERP & material planning analyst
Position summary
Join us in a fast-growing industry, collaborating within a global network of world class professionals where our culture and entrepreneurial way of working sets us apart. We are growing our business and are driving market transformation towards more comfortable, sustainable and resilient buildings.
We are seeking a dynamic, data-driven team member who can creatively solve challenges for customers, manage orders and inventory, and interface across operational teams. The candidate will interface internally with operations and sales team members and externally with customers, distribution partners, and vendors.
This team member gets creative to solve problems and uses our data and ERP system information to provide insights to the team. They analyze ordering patterns to determine the best path forward for order, inventory, and production conflicts to achieve a balance between satisfying our customers, company, and employees.
Being one of the first team members that a customer interacts with at Technoform, this team member responds with a high degree of professionalism. They provide information about products and services, take orders, respond to customer complaints, and process returns.
In addition to serving customers, this team member plans materials needed for finished goods, inventory management, ensuring that we procure adequate levels of goods and materials to meet customer demand, while managing costs. Responsibilities include managing purchasing, setting inventory targets, planning obsolescence of old inventory, and supplier communication and monitoring, among other things.
Research and data analysis is a critical part of the responsibilities. This team member must be able to analyze and interpret data and translate complex information into data insights that can be easily understood and communicated. This team member must be able to make sound, data-based decisions and provide insights and recommendations to various stakeholders. This team member is highly data-driven, primarily working within Excel and our accounting system to track various aspects of orders and inventory. Among other things, data is used to calculate products and parts orders and to ensure that the proper amount of inventory is distributed at the right time according to FIFO principles. Further, inventory analysis must be able to create and interpret reports and implement significant report details on issues like customer ordering trends. The team member is also responsible for receiving and allocating inventory as well as sending shipping information and documents to our shipping/receiving team.
Your responsibilities
Inventory management
- Analyze operational metrics to plan material needs, balancing adequate inventory levels and costs.
- Manage and track inventory levels for finished goods. Create inventory targets.
- Create inventory targets by analyzing sales patterns and make recommendations for obsolescence of inventory.
- Manage purchasing from internal and external sources and track supplier performance.
- Coordinate with internal operational teams and suppliers to make sound data-based decisions and provide relevant documentation for picking inventory and shipping.
- Manage and track inventory levels for finished goods including month end and year end physical inventory reconciliation.
Order processing
- Interact with customers on behalf of the organization to take orders, provide information about products and services, respond to customer complaints, and process returns.
- Responsible for receiving, entering, acknowledging, and monitoring customer orders. Tracking progress of all orders and providing information to customers regarding open orders, product availability, shipping, and invoicing.
- Coordinate shipping and logistics of orders with team members from the shipping team and providing relevant documentation.
- Enhance customer experience through regular dialogue with customers and internal team members.
Invoicing & collections & process management
- Facilitate daily database maintenance on assigned accounts utilizing Peachtree/Sage50 accounting system and Excel to maintain all customer and supplier information.
- Create invoices for customers, maintain accounts receivables, and send requests for collections.
Other responsibilities
- Responsible for calculating and reporting key metrics and performance indicators for the order processing, inventory management, and customer invoicing & collections processes.
- Maintain process documentation and train new team members on the order processing, inventory management, and invoicing and collections processes.
- Based on knowledge of the three processes above, provide data-based recommendations for managing customer and business risk in relation to requests to deviate from standard processes (e.g. ship out of terms, offering rebates, etc.)
- As a Quality Representative (QR) for the market team, provide the team guidance on process updates and process quality controls according to ISO 9001. Approve closures of customer complaints and other quality improvement tasks completed by the team, and drive system maintenance and improvements through participation in the local quality network with other QRs.
- Participate in Technoform’s global network by leveraging the knowledge of a multi-cultural team
Your qualifications
Your qualifications
Required:
- An associates degree or equivalent work experience:
- 4-5 years of analytical experience is required, preferably in supply chain or in the manufacturing industry.
- Must have analytical problem solving and critical thinking skills.
- Excellent communication and customer service skills, both written and verbal. Must be able to interface and effectively support both internal and external customer needs.
- Advanced knowledge and use of Microsoft Office applications including Outlook, Excel, etc. Advanced Excel knowledge is required.
- Ability to work independently and in a team-based environment.
- Strong organizational and time management skills.
- Ability to work with minimum supervision.
- Math aptitude to do fundamental statistical analysis (e.g. count, mean, median, mode, etc.) and convert units (e.g. feet to meters).
Preferred:
- Previous materials management or corporate supply chain experience.
- Working knowledge and experience with business intelligence tools. Knowledge of data visualization / more advanced data analytics software (e.g. Tableau, PowerBI, PowerQuery, etc.). Experience in a manufacturing environment.
- Knowledge and experience with Peachtree, Sage, or other ERP systems.
