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Customer Relations Management Analyst 1 - Full Time

The Timken Company - Mascot, TN


Posted on 01/23/23 (Ref: TNulO9e0Ci)

Customer Relations Management Analyst 1 - Mascot, TN - The Timken Company

Your Career Begins at Timken
If you're ready for a challenging career that provides you with the ability to advance personally and professionally, look to Timken. Our associates make the world more productive by improving the efficiency and reliability of the machinery that keeps industry in motion.

Job Title: Customer Relations Management Analyst

Overall Purpose:

The Customer Relations Management Analyst (CRM) is primarily responsible for providing proactive account management to support growth and provide a best-in-class customer experience. The position will offer a high level of support to Timken Rail Services - North America (TRS-NA) customers and ensuring maximum value is delivered. The CSR manages the timely execution of internal business systems and procedures by working closely with other functional areas within TRS-NA to ensure the needs of the customer are either met or exceeded. The CSR is the primary point of contact to the customer in terms of delivery information, quotations & contract validation. The role will also provide direct support to the sales management team by providing data related to long term agreements, contractual commitments, and negotiations of terms & conditions.

Essential Functions:

  • Comprehensive account responsibility includes price and delivery quotations, order entry and schedule changes, forecasting, expediting, order book management and maintaining customer master information.
  • Collaborate with sales, supply chain, manufacturing and other internal partners to effectively manage their accounts and address any issues that impact our delivery performance.
  • Communicates effectively with all internal partners including operations management, materials management, quality, distribution centers, supply chain, marketing, engineering, etc.
  • Possesses a complete understanding of Timken Rail's business objectives and can meet KPIs related to response time, customer satisfaction scores, and relationship building.
  • Basic product knowledge developed by attending required training and understanding plant operations.
  • Understands commercial terms and able to effectively communicate to sales team and customers.
  • Meet customer expectations through delivery performance, responsiveness, communication, proactive order management and order book maintenance.
  • Understands business decisions and guidelines and applies appropriately to customer situations.
  • Review orders in for correct pricing & process promptly and accurately, including assignment of reconditioning work load to appropriate plants with proper specs. Complete order entry in SAP.
  • Understand customer needs, order patterns, pricing, segmentation service levels and demonstrate ability to communicate and execute within Timken capabilities.
  • May be required to perform other related duties as required and/or assigned.

Qualifications:

  • Associate degree; or equivalent experience
  • 3+ years of customer service experience including order entry
  • Demonstrate problem solving skills
  • Ability to work effectively in a team environment across a multiple plant environment
  • Solid customer relations skills- both account management and relational skills
  • Demonstrate judgment, tact and diplomacy in dealing with internal and external customers
  • Effective and efficient communicating with internal and external customers
  • SAP experience preferred

Physical Requirements:

  • Verbal & written communication
  • Prolonged periods of sitting at a desk and working on a computer.
  • Manual dexterity to operate office equipment

Environmental Conditions: May be exposed to environmental noise, seasonal heat.

Protective Clothing and Personal Devices: Safety glasses, safety shoes when in production and laboratory areas.

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

Customer Relations Management Analyst 1 - Mascot, TN - The Timken Company


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