Customer Satisfaction Analyst

Lutz, FL 33558

Post Date: 04/20/2018 Job ID: 488885 Industry: Technical

Customer Satisfaction Analyst


The Customer Satisfaction Analyst is an essential role within the Service department to understand and develop our customer facing processes. This is a dynamic job that rolls direct sales, customer support, and sales support administration into one function. Understanding our customer base is essential as we continue to grow within service.

Essential Duties and Responsibilities:

Parts coordination for all electronic inbound orders and RFQ's, assigning these tasks to the appropriate proactive or reactive specialist.
Gaining daily updates on these assignments to ensure order processing times are being kept to a goal of 2 hrs.
Reviewing outstanding customers' orders and updating customers and Safeline purchasing on lead time expectations.
Research and analyze customer required dates against forecasted order shipment dates. Complete Root Cause Analysis (RCA) on all late orders and recommend changes
Collaborate with service, purchasing and customer status follow-up and provide corrective action achieving 100% customer satisfaction requirements.
Document procurement issues and concerns that impact order shipment dates.
Provide customer and interdepartmental personnel status follow-up on orders, evaluate pending issues and address to ensure accurate order fulfillment
Work with technical sales specialist on recommended spares issues that can be implemented to drive sales
Analyze spares usage and recommend inventory and safety stock changes to improve customer satisfaction Key Performance Indicators (KPIs)
Report to management shipment problems and causes of late shipments, dissatisfied customers and issues that impact the ability to deliver to the customer on time spares and repairs orders
Report to management dissatisfied customers issues and those that require immediate attention
Assist in reviewing customer satisfaction surveys, suggest changes in order to improve Key Performance Indicators (KPIs)

Required Knowledge, Skills and Abilities:

Capable of handling multiple projects with changing priorities and deadlines
Able to work well in a highly energized environment, can handle distractions, works as a team player
Able to understand basic knowledge of metal detectors and x-ray equipment beneficial
Experience with computerized office systems and software (i.e., Microsoft Office Suite, Microsoft Outlook)
Experience in SAP or another ERP software system and Saleslogix helpful

Minimum Education / Experience Required:
High School or GED
2 years experience in customer service or comparable job set

Pay Rate: $17.07 - $27.43/hr. - DOE

Temp to Hire opportunity

The Reserves Network is a mid-sized, family owned staffing firm that specializes in full service staffing.

If you meet the above requirements/qualifications please forward your resume to: and follow up by calling - 813-258-4101

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