Customer Experience Analyst

Customer Experience Analyst

Do you want to be part of an organization on the cutting edge of technology?

We're looking for talented people to join our motivated and friendly team. We have an open, collaborative, and flexible environment. You'll work alongside leading industry experts and take on challenging projects that bring tomorrow's electronics to life. If you want to make a difference, are an effective communicator, love a good challenge, and easily embrace change, your next career adventure awaits!

Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. Today we continue to grow and serve customers in an expanding variety of industries. What we do impacts the future of technology, and in turn, the way we live our lives tomorrow.

Position Overview

The Customer Experience Analyst is a key member of the team responsible for strategically managing the entire order lifecycle to ensure a seamless and positive experience for all customers. This position serves as the primary point of contact for customers, overseeing all aspects of sales order fulfillment for both new equipment and aftermarket parts. The role provides oversight for various aspects of customer fulfillment, including logistics and import coordination, management of service contracts, and order processing for spare parts and machines. The Customer Experience Analyst works proactively with both domestic and international internal departments and external partners to ensure timely order fulfillment and uphold all terms of the sales agreement. The position requires discretion and managing relationships with both internal and external partners to ensure complete satisfaction.

Key Responsibilities

• Proactively cultivates and maintains strategic relationships with customers and internal stakeholders
• Serves as a dedicated advocate and primary point of contact for all assigned accounts
• Acts as a pivotal point of contact for external partners, including freight forwarders, customs brokers, and third-party logistics providers, to ensure seamless order fulfillment
• Independently oversees the fulfillment of sales agreements and ensures a complete customer experience
• Proactively provides customers with pricing, delivery information, and order updates for new equipment, spare parts, and accessories
• Utilizes critical thinking to analyze, determine the root cause of, and resolve complex issues related to customer orders, delivery logistics, and documentation
• Administers and manages specialized functions related to service contract administration
• Oversees and directs the processing of orders for new machines, systems, accessories, and spare parts
• Manages and coordinates all logistics to ensure on-time and successful delivery
• Manages complex and specific logistics, including the hiring of transport trucks and riggers, and managing delivery schedules
• Ensures meticulous data management by entering data into the company's Enterprise Resource Planning (ERP) system and peripheral systems.
• Maintains comprehensive electronic files for all associated paperwork, including quotes, purchase orders, and shipping documentation
• Engages in effective and autonomous global communication with internal teams and external partners
• Collaborates with teams to achieve shared objectives and enhance the overall sales process

Experience and Qualifications

Working Conditions / Physical & Mental Demands

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Standard office environment. Significant computer work should be expected.

A Culture of Collaboration & Personal Growth

At Mycronic, we love what we do, but most importantly who we do it with. Because to us the relationships we have with our customers and each other are the keys to success.

Take part in the excitement of working with innovative people and global businesses who are elevating today's standards in modern electronics. Share in the responsibility of bringing great ideas to life within an inclusive culture that not only promotes personal growth and embraces diversity but depends upon it.

Here you are expected to have a voice and will be encouraged to get involved. It's this very mindset that empowers our people to make a positive difference for a broad range of businesses, society and the planet – every day.

Click to learn more about Mycronic and what it's like to work with us

Equal Opportunity Employer

Mycronic is an equal opportunity employer committed to workplace diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

For a company founded on passion, collaboration and outside-the-box thinking, there is no greater asset than a diverse workforce. It is the cornerstone of our global, internal culture, and we actively promote an inclusive and healthy work environment by embracing diversity and showing compassion for our colleagues. Not only does it fuel our innovation capabilities, but it also deepens our understanding of our customers as well as the different cultures in which we operate. We believe quite simply that diversity is our competitive edge.

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