Customer Service Analyst

As a Customer Service Analyst at Shearer’s, you'll be responsible for managing customer orders, resolving service concerns, and ensuring timely shipments. You will also lead cross-functional collaboration to tackle challenges, manage finished goods obsolescence, and support product launches.

To qualify for the Customer Service Analyst position at Shearer’s, you need a minimum of three years of experience in customer service or supply chain. A bachelor’s degree in supply chain, operations, or a related field is preferred, but relevant experience can also be considered.

Success for a Customer Service Analyst at Shearer’s is defined by your ability to maintain high customer satisfaction, manage effective communication, ensure on-time deliveries, and proactively work on solutions to minimize obsolescence and enhance service levels.

Essential skills for the Customer Service Analyst role at Shearer’s include strong leadership, effective communication, time management, problem-solving abilities, and proficiency with Microsoft Office. A positive attitude and attention to detail also play a crucial role.

Shearer’s provides a comprehensive benefits package for Customer Service Analysts, including medical, dental, vision, life insurance, a retirement savings plan with matching, disability insurance, and numerous community volunteer opportunities.

When answering this question, detail specific examples of how you managed customer orders, focusing on any challenges you faced and how you resolved them to ensure timely deliveries.

Share a specific incident where you successfully navigated a tough customer interaction. Emphasize your listening skills, empathy, and how you worked towards a resolution while maintaining the company’s values.

Mention any relevant software you are familiar with, such as CRM systems or ERP tools, and provide examples of how you utilized them to enhance order tracking and communication with customers.

Discuss your organizational skills and strategies for prioritizing tasks effectively, like using to-do lists or project management tools to meet deadlines while juggling multiple responsibilities.

Describe a project where you worked with other teams to solve a customer issue or launch a product. Highlight your role and the importance of teamwork in achieving a successful outcome.

Talk about your approach to communication, stressing the importance of clarity, consistency, and regular updates with all stakeholders to build trust and keep everyone informed.

Provide an example of how you adapted to changes within the company or industry, explaining how you communicated these changes to your customers and ensured a seamless transition.

Discuss key performance indicators like order fulfillment rates, customer satisfaction scores, and response time, and explain how you’ve used these metrics to improve service quality in past roles.

Share your strategies for managing inventory effectively, such as regular analysis of sales patterns, collaborating with sales teams to minimize surplus, and proactive communication with customers to encourage product consumption.

Reflect on your passion for helping others and the satisfaction you gain from solving problems. Share a personal story or experience that shaped your commitment to delivering exceptional service.