Customer Service Specialist

JOB PURPOSE:

The Customer Service Specialist – Backlog Management & Technical Solutions is responsible for managing and resolving problematic backlogs in customer orders within the Customer Service Department. This role involves utilizing advanced Excel skills to track, analyze, and report on backlog trends. The Analyst will collaborate with cross-functional teams and business partners to ensure timely order fulfillment, improve operational efficiency, and enhance customer satisfaction by addressing complex backlog issues.

PRINCIPAL ACCOUNTABILITIES:

1. Backlog Management & Resolution:

• Monitor and resolve problematic backlogs in customer orders to ensure timely fulfillment.

• Prioritize high-impact orders and collaborate with relevant teams to resolve issues.

• Escalate unresolved issues to management and ensure corrective actions are taken.

2. Data Analysis & Reporting:

• Use advanced Excel functions (e.g., pivot tables, macros) to analyze and report on backlog data.

• Provide clear and actionable insights on backlog trends and performance to improve backlog management and overall customer service

3. Process Improvement:

• Identify recurring issues or inefficiencies in the backlog management process and propose data-driven solutions.

• Work with internal teams to implement improvements and streamline the order fulfillment process, ensuring compliance with ISO standards.

4. Documentation & Compliance:

• Accurately document all actions related to backlog management in the tracking system (e.g., TOPS) and ensure consistency with ISO documentation requirements.

• Maintain Excel-based reports and dashboards for tracking performance and reporting

5. Customer Satisfaction:

• Ensure that customer backlogs are resolved efficiently and that customers are kept informed throughout the process.

• Address customer inquiries and concerns related to backlog orders, ensuring satisfaction with timely resolutions.

JOB CONTENT:

• The Customer Service Specialist – Backlog Management & Technical Solutions plays a critical role in resolving customer backlogs while maintaining ISO documentation compliance.

• This role leverages advanced Excel skills to manage data, generate reports, and collaborate with internal teams to streamline processes. Additionally, the Analyst ensures that all customer service procedures and actions are documented according to ISO standards, contributing to continuous process improvements and customer satisfaction.

RECOMMENDED CREDENTIALS:

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Information Technology, Customer Service, or a related technical field.

EXPERIENCES

• At least 2 years of experience in a customer service or technical support role, specifically handling backlogs, data analysis, and technical problem-solving.

• Advanced proficiency in Excel (pivot tables, VLOOKUP, macros, data analysis).

• Experience with data analysis tools such as Power BI, Tableau, or similar reporting software.

COMPETENCIES

• Strong analytical, problem-solving, and technical troubleshooting skills.

• Advanced knowledge of Microsoft Excel for data manipulation and reporting.

• Excellent communication skills to explain technical issues and solutions to non-technical stakeholders.

• Strong attention to detail, especially in ensuring compliance with ISO and documentation standards.

• Ability to collaborate and work effectively across various teams.