Samson Marketing

Customer Service Associate 8.7.6.doc

POSITION DESCRIPTION

Job Title: Customer Service Analyst
Salary Level: Non-Exempt
Division: Legacy Classic Furniture
Department: Customer Service
Hours: Full-Time, 8:00 a.m. – 5:00 p.m.
Location: High Point, NC
Reports To: Director of Customer Service

Overall Purpose

To provide analytical, operational, and customer service support to meet the evolving needs of the business and its customers. The Customer Service Analyst is responsible for managing day-to-day customer requirements, supporting order execution, monitoring business processes, and working collaboratively with internal teams to resolve issues and provide timely solutions.

Essential Duties

• Support critical day-to-day activities within the Customer Service department and ensure customer requirements are addressed accurately and timely.
• Enter, review, maintain, and monitor customer orders with a high level of accuracy.
• Review and process EDI orders, including identifying and resolving discrepancies or issues that may impact order processing.
• Support direct container invoicing and ensure orders are processed accurately and timely.
• Analyze order activity, customer requirements, and business information to identify potential issues and opportunities for improvement.
• Assist with the creation, validation, maintenance, and continuous improvement of departmental SOPs and processes.
• Provide administrative and operational support for Key Accounts and other departmental and business needs.
• Partner with internal departments to research and resolve customer, order, pricing, inventory, and system-related issues.
• Maintain effective and professional communication with internal partners, sales representatives, customers, and other business stakeholders.
• Develop a strong understanding of customer requirements, systems, processes, and business practices to provide effective day-to-day support.
• Prioritize workload and proactively follow up on outstanding issues to help ensure customer needs and business deadlines are met.

Other Duties

• Support the Customer Service department and overall business as needed.
• Participate in cross-training and develop knowledge of department processes and systems to provide additional team support.
• Identify opportunities to improve efficiency, accuracy, and the customer experience.

Qualification Requirements

• High School diploma or equivalent required.
• 1–2 years of customer service, order management, administrative, or related business experience preferred.
• Strong computer skills and the ability to learn and effectively utilize business systems.
• Strong written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to analyze information, identify issues, and develop or recommend solutions.
• Ability to prioritize work, manage time effectively, and meet deadlines in a fast-paced environment.
• Strong interpersonal skills and the ability to build effective working relationships with customers and internal partners.
• Ability to work effectively both independently and as part of a team.
• Self-motivated, dependable, coachable, and willing to learn.
• Ability to adapt to changing business needs and customer requirements.