Purpose of the Job

The Customer Service Analyst provides project execution, support to the Client Engagement teams, including project detail entry, project change management, production status tracking, and production schedule coordination.

Key Responsibilities

• Experience with project management, timelines, and nuances across assigned accounts.
• Ensuring project information matches across multiple systems to ensure accurate reporting, highlighting issues and escalating as needed.
• Input all project specifications and relevant data into appropriate internal procurement system and maintain key data points in the system, including customer quotes, purchase orders, and invoices.
• Execute production activities within guidelines of established Service Level Agreements (SLAs)  and in compliance with contractual agreements and company policies and procedures.
• Execute invoicing in accordance with standard operating procedures.
• Manage production and job level WIP through daily review and active management of relevant reports and organizing meetings with contributors to ensure forward progress of work and on time delivery.
• Understand and execute against client Key Performance Indicators (KPIs) as assigned.
• Provide regular updates to the Client Engagement team in relation to project milestones.

Knowledge, Skills + Experience

• 1+ years of customer service or coordinator-level experience.
• Bachelor’s degree in a related discipline or equivalent work experience.
• Fluent English.
• Basic proficiency with Microsoft Office software, specifically Excel.
• Excellent written and verbal communication skills.
• Basic proficiency with Microsoft Office software, specifically Excel.
• Demonstrated aptitude in learning new technology for application in a professional environment.
• Adaptable and able to manage some ambiguous situations.
• Experience executing projects successfully within tight deadlines.
• Resilient with the ability to thrive in a shifting environment.

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