Job Description

FIRST BRANDS GROUP is the parent company of many of the automotive industry’s most recognizable OEM and Aftermarket brands. FIRST BRANDS GROUP is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers’ expectations.

We are seeking experienced, highly motivated team members to join our Customer Experience Team at our Independence, OH location. Our CUSTOMER EXPERIENCE ANALYSTS are enthusiastic individuals who can listen to internal and external customer service issues and then offer solutions to each problem. This is a customer-facing role and our team members support our key customers and account managers with weekly, monthly and adhoc order management reporting, as needed.

PRIMARY RESPONSIBILITIES:

• Own order management responsibilities for key assigned customers
• Develop, maintain and deliver daily, weekly and monthly order management reports
• Accurately document all customer, sales, and internal partners’ interactions within appropriate systems
• Review current practices and root cause problem areas to identify solutions to improve order management processes
• Maintain business unit standard operating procedure documentation
• Proactively monitor potential or past due orders for strategic partners
• Reconcile customer POs to ERP sales orders
• Communicate with planning and distribution to provide part and order ETAs to customers and account managers
• Provide support for claim resolution
• Participate in customer satisfaction meetings
• Resolve CSR escalations and sales follow ups
• Analyze and evaluate SOPs for inefficiencies driving negative cost & CS capacity.
• Serve as a business unit order management expert on cross-business unit
• Answer inbound customer calls, and work with customers and internal partners to ensure the best experience possible.
• Assist with additional order entry/order management responsibilities, as needed.

DESIRED SKILLS AND EXPERIENCE:

• Minimum of 3 years of experience in customer service/order entry with a manufacturer or distributor of goods to retailers, installers, WDs or OES customers
• Experience with Manufacturing ERP System such as Oracle, SAP, JDE or an AS400. Oracle is preferred
• Excellent Microsoft Excel skills and experience using vlookups, pivot tables and advanced formulas
• Experience collaborating in Microsoft Office 365 and Teams
• High degree of responsiveness to customer inquiries
• Excellent interpersonal skills
• Troubleshooting and multi-tasking skills
• Agile, curious, empowered & inclusive
• Strong analytical and problem-solving skills; ability to ask why and reach the best resolution

BENEFITS:

• Medical, Vision, Dental and HSA offered
• 401K
• Generous vacation time
• Competitive starting salary!
• Great opportunity to get into a corporate function with lots of growth!

QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, SEXUAL ORIENTATION, GENDER IDENTITY, DISABILITY OR PROTECTED VETERAN STATUS

Company Description

First Brands Group, LLC is the parent company of many of the automotive industries most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customer’s expectations.