Customer Service Analyst

OverviewThis position provides customer and sales support for Neenah Fine Paper and Packaging products. Provides service to our customers through transactional and operational excellence to ensure their expectations are met or exceeded. This position will report to and take work direction from a Customer Service Team Leader. This position is involved in the activities that lead to capturing an order for Neenah products. This involves direct contact with customers, sales, planning, logistics, and marketing. The customer service representative is responsible for the maintenance and upkeep of various system records, following-up on customer inquiries, and assisting customers with product questions and any service issue. He or she will focus on providing an efficient and effective process from customer inquiry through invoicing as well as building strong value chain relationships with customers, sales, planning, and others within the organization.ResponsibilitiesMaintains a high level of professional and ethical standards in all business interactions.Possesses strong customer facing skills that will help drive new business to Neenah. Builds relationships to gain customer confidence and loyalty with an emphasis on value added service opportunities.Processes orders accurately and timely via phone, fax, e-mail and EDI.Maintains an intimate knowledge of customer accounts, pricing, and inventory programs with an emphasis on understanding customer needs to facilitate efficient asset planning, short term sales forecasting and identifying unusual order activity.Works as a liaison between other functional areas including Business Development, Research and Development, Planning, Transportation and Sales teams to meet customer's requests while maintaining adequate order value.Facilitates problem resolution to meet customer demands and department objectives.Serve as inside Customer Service Analyst to specific Account assignments.Maintains a complete knowledge of our product offerings.Objectives:Enhance the level of service we provide to our customers through differentiating supply chain capabilities, and processes. Leverage technology and platforms to build on the customer experience.Own order to cash transactions for assigned territories/customers.Work directly with Sales and our Customers to resolve service issues, and coordinate internal and external metrics to track our service performance.Develop and implement Supply Chain solutions for our customers to drive business results.Provide world-class service to our customers through listening and quickly responding with solutions to all questions or issues that arise.Drive value-added activities that will help Neenah exceed its revenue targets.Leverage technology to automate time-consuming, repeatable tasks.Proactively engage customers to drive additional touch-points and opportunities to land more orders.Gain knowledge of Neenah's products and processes to provide quick answers to customers inquiries.Be creative and find a way to "yes" to meet customer requirements and expectations.Provide alternative solutions to customers when we don't have a product or service currently available to solve for their needs.Support and enhance Neenah's culture.Make it Happen - we roll up our sleeves and get it done.Challenge and Align - we believe in respectful debate and unified support.Confident Humility - we always remain humble, teachable, and hungry to learn.Speed with Purpose - we err on the side of action.High Achievement, High Support - we assume positive intent and encourage, empower, and enable each other.Actively Experiment - we are unafraid to fail and we recognize and reward thoughtful risk-taking. QualificationsA Bachelor's degree and 2-3 years of customer service experience.Demonstrate personal credibility through strong communication skills, achieving results, and trusted relationships with others.Willingness to challenge the status quo and facilitate different perspectives to drive solutions.Familiarity with MS Office products and ERP systems a distinct plus.Highly motivated with minimal supervision required.Neenah, Inc. is an Equal Opportunity Employer and we do not discriminate against any employee or applicant due to race, ethnicity, gender, religion, national origin, veteran's status or on the basis of disability. We are committed to having a diverse workforce that reflects the communities we serve.