SR CRM ANALYST PART TIME

NOTE THIS IS A PART-TIME/SHARING POSITION Mobile On Highway (MOH) Customer Relationship Managment(CRM) team, Maintain or establish best practices, including account management techniques.- Provide exemplary customer service and maintain Green status with all MOH customer base.- Work with and serve on cross-functional teams within the MOH Business Unit and CRM groups to resolve common problems and to support CI.- Perform in-depth analysis to determine best course of actions to ensure high customer satisfaction while mitigating the costs to Timken.- Work with rest of MOH team to facilitate flawless SOX and quality audits to ensure we remain on Green status.- Have ability to successfully handle either Value Added (V.A. short product)and /or Alloy Steel (long product) customers.
- Monitor and manage MOH LL inventory levels, work with customers on an ongoing basis to get the latest and best information, and smooth out orders accordingly.
- Ensure LL orders are entered according to the allocation calendar.
- Perform ongoing data analysis to provide and improve the inputs into the MOH sales forecast and business plan. The data is provided to management and will lead to business plan/forecast adjustments and enhancements as needed.
- Integral coordination of product launches and serve on cross-functional launch team.
- May lead and / or assist projects related to MOH CRM (VA and long product); e.g., improved internal and external communications, customer metrics, problem solving, etc.
- Development and delivery of presentations to management and coworkers when applicable.
- Provide ongoing backup vacation coverage for VA CRMs as well as the long product CRMs when needed.
- May assist the MOH Section Manager in the maintenance of the MOH Customer Scorecard.
- Lead effort on identifying future KPIs to measure customer satisfaction.
- Act as first point of contact to the customer for order fulfillment issues as well as quality issues when appropriate.
- Understand customer volume requirements, input accurate volume requirements into SAP (questioning any unusual data points) or the Core system, communicate customer volume requirements timely to suppliers and bring large deviations to the attention of DP, Field Sales and supplier, and ensure on-time delivery of parts to customers.
- This involves shipments from our St. Clair Plant as well as from our sub-contractors.
- Continually report failures in the order fulfillment process or critical St. Clair or supplier issues to management and suggest solutions.
- Lead effort with assistance from VA DP group in providing containment and recovery plans, and root cause corrective actions. In emergency situations, will provide direction to VASC on customer needs. Assist with defining new MOH sales performance review for monthly management review.
- Be accessible off-hours to resolve customer and/or supplier critical issues as needed to avoid issues becoming further elevated.
- Visit customers as needed to understand customer needs, resolve schedule conflicts, and implement CI ideas that will benefit both Timken and the customers.
- Assist on sales calls with the Account Manager as S&A monies permit.
- Will maintain and keep current the Contact Management database.
- Will be proficient at monitoring customer systems for schedule and quality information; e.g., Ford SIMS and DDL, Chrysler SMART and GMPT PRR systems).
- Assure that CRM VA training modules are kept current.** Travel to customers, suppliers, and Field Sales as budget permits: ~5%**
Minimum Requirements:Associates Degree in Business Management. Preferred Requirements:Bachelors Degree in Bus. Mgmt.,Liberal Arts,Sales&Marketing.Previous customer service experience. Excellent communication/organization skills with 4 years of related experience.Team Player. NOTE* This position can be filled at a lower level.