Sr Analyst, Customer Support

The Sr Customer Support Analyst is a strategic client relationship owner responsible for developing and maintaining positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards. Responds to customer and regional management inquiries and performs a variety of duties related to department administration and services provided to customers. The Sr Customer Support Analyst will assist with driving revenue growth and ensuring long-term client satisfaction. This role will act as the Sr most experienced member of the Customer Service Department offering training and guidance to other members of the customer service department. The Sr Customer Support Analyst will report to the Customer Service Manager and may act as the lead for the customer service department. What you will be responsible for: May train and coach Customer Service Representatives within group Heavy involvement with internal departments; Sales, Product Lines, QC, Warehouse, and Accounting (Credit, Invoicing, etc.). Receive, research and answer customer inquiries. Log customer complaints, as well as creating action plans to address complaints, customer issues, including those that require complicated and involved attention. Follow up on corrective-preventative actions. Maintain sales order files and prepare routine reports for customers. Update customer information in the customer master as required Assist warranty administrator as needed Participating in Continuous Improvement Initiatives as needed All other duties as assigned