Customer Care Analyst Iii

Job Duties:- Revenue Management- Pull In Processing - Works directly with Plant and Planning to identify Pull-in opportunities, reaching out to Plant Coordinator - Customer Care only (does not engage Customer Care Advocates), to gain buy-in and facilitate order structure such that pull-in can flow through the fulfilment cycle based on new dating agreement- Inventory Management - identify orders that can be fulfilled by splitting order lines or consolidating global inventory to satisfy customer needs- Release plant directed holds causing orders not to be fulfilled and working with internal partners to identify and resolve reasons for hold.- ERP System Accuracy & Effectiveness:- Lead-Time Accuracy-Validate & managing lead-lead times & capacity vs plant demands.- Pricing Accuracy- Work with the commercial operations team to confirm that product pricing is correctly loaded with accuracy & completed in the system to support consistent order fulfillment.- Manage ERP accuracy of plant setup- Ensures availability of finished goods for customer orders and inter-plant transfers.- Original Confirmation Date (OCD)- Ensures ERP accuracy of Order Dating.- Production & Inventory Planning:- _ Assist Planners_ in the development & maintenance of production schedules based on customer orders, forecasts, and inventory levels.- _ Assist Planners_ in Coordination with procurement, engineering, and production teams to ensure material availability and capacity alignment.- _ Assist Planners_ to monitor raw material and finished goods inventory to avoid shortages or excess.- _ Assist Planners_ in the collaboration with inventory control and warehouse teams to ensure accurate stock levels.- Communicate to Customer Care proactively & in response to Salesforce Action Items changes in schedules as needed due to changes in demand, equipment downtime, or supply chain disruptions.- Manager the monthly & year end order pull in process to help business achieve sales commitments & plant goals.- Communication & Coordination:- Serve as a liaison between production, procurement, quality, and logistics teams.- Communicate schedule changes and priorities clearly to customers & customer care.- Manage product delivery information escalation for Customer Service personnel- Provide Customer Service management feedback on CSR order entry / processing errors to address through training and development- Product Demand & Delivery Management: Manage delivery information activity for designated plants / products:Manage customer expedites in coordination with plants & planners.- Support manufacturing on product fulfillment & inventory management in multiple plants & product lines.- Assist in the analysis of plant delivery request data order files- Assist with PK / RK analysis and improvements- Evaluate causes for detractors to delivery performance metrics- Identify plant level continuous opportunities for improvement; participate in improvement initiatives- Work with Commercial Team & Supply Chain to support demand management process for plants/products assigned- Track demand for top customers (open orders, blanket orders, open quotes)- Analyze sales history for top customers (monitor future demand)- Track all open order activity / open quotations for key customers- Coordinate order management activity as needed across all business functions (Customer Service, Supply Chain, Distribution, Finance, Sales, and Marketing) Order management contact working with all functions on:- Demand filter, Hold orders, Blanket order management & All other order management requirement- Support monthly order pull-in process to help business achieve sales commitments- Manage open order report for products assigned; past due sales orders, order fulfillment opportunities and identify and fix issuesEducation, Experience & Skills Required:- High School diploma required. College degree or equivalent work experience preferred- Five years of professional Customer Care experience required.- Minimum of 2-year experience within the Regal Rexnord Customer Care Team or Comparable business experience- Advanced Excel Skills required; vlookup, pivot tables & reporting tools- Experience with Oracle &/or SAP (or other ERP systems) required- CRM platforms such as Salesforce or Microsoft Dynamics Experienced required- Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues.- Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality.- Can process product substitution/interchange independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation- Team oriented with the ability to influence & organize others- Consistently demonstrated patience and approachability with other team members- Demonstrates ability to w