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Confidential Careers · 1 month ago

Customer Service Manager & Data Analyst

Endicott, NY

Full-time

Onsite

Mid, Senior Level

$85K/yr - $105K/yr

5+ years exp

Confidential is a leading provider of precision machining, sheet-metal fabrication, and stamping for various markets. The Customer Service Manager & Data Analyst will lead a customer service team while ensuring data accuracy and performance reporting, focusing on customer engagement and providing analytical insights.

Human ResourcesRecruiting

Responsibilities

Serve as primary contact for key customers and manage all correspondence

Lead weekly/bi-weekly customer meetings on order status and forecasts

Work closely with Production, Operations, and Shipping to gather accurate updates

Resolve customer inquiries, quality issues, and schedule changes

Uphold a strong Customer First Approach

Manage and develop Customer Service staff

Oversee accurate order entry in the ERP system (pricing, dates, quantities, shipping)

Review backlog, late orders, and forecasts to support Sales and SIOP

Standardize customer communications and escalation processes

Consolidate and validate ERP/SQL data for accurate reporting

Build and maintain dashboards for daily, weekly, and monthly KPIs (Bookings, Shipments, OTIF, GM%, etc.)

Create data visualizations for executives and board presentations

Conduct trend analyses to support process improvements and commercial strategy

Provide analytical support across Sales, Finance, and Operations

Improve efficiency across the quote-to-cash process

Support CRM deployment with accurate data and opportunity tracking

Partner with IT and leadership to evolve reporting tools

Strengthen communication between Sales, Customer Service, and Operations

Qualification

Customer service leadershipData analysisERP systemsCRM systemsSQL toolsRelationship managementChange managementCommunication skillsOrganizational skills