Job Description

We are currently seeking a Customer Service Analyst to work within our fast-paced, energetic environment. In this role, you will be responsible for leveraging reporting tools to implement strategies to enhance the customer experience. You will work closely with various departments to ensure service levels and customer interactions exceed customer expectations.

What You’ll Be Doing:

• Leverage reporting tools to analyze customer service data to identify trends, develop and implement process enhancements.
• Assist customers with product information, order processing and issue resolution.
• Collaborate with cross functional departments to drive efficiency and cost savings.
• Update customer pricing profiles and investigate discrepancies.
• Maintain and update parts database and inventory management systems.
• Develop and implement procedures for effective parts set up and tracking.
• Support sales with access to data and tools.
• Support Commercial Operations Leader as needed.
• Serve as back-up support to customer service function

Your Impact:

Enterprise Value – 60%

Work alongside sales and supply chain to deliver best in class customer service as measured by lead-time, deliver to promise, inventory utilization and customer preference (market share) for Appvion solutions. Manage a pipeline of optimization projects that deliver $200k+ in margin enhancements annually.

Organizational Development – 40%

Drive process improvement and automation of routine customer support tasks. Embed the use of analytics and data as a basis for identifying the most impactful projects, customers, applications and processes for the Appvion team to focus on.

What It Takes:

• Drive for results, self-motivated, engaged learner, information technology capable, passionate about the customer and making things better through data.
• 3+ years of experience in customer service analysis or a similar role.
• Strong problem-solving abilities, analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (D365, Excel, PowerBI) and customer service software.
• Ability to work in a fast-paced environment and handle multiple tasks.

Other things we think you should know:

POSITION TYPE: Regular, Full-Time

POSITION LOCATION: On-site at our Appleton, WI location

WORK SCHEDULE: This position works between the hours of 7:00 AM and 5:00 PM, Monday through Friday. The schedule may fluctuate and can include, but is not limited to working evenings, weekends, and holidays. However, work may be performed at any time on any day of the week to meet business needs.

Who we are:

Appvion is the market leader in manufacturing specialty and high-performance coatings for direct thermal and film applications in North America. We innovate sustainable specialty coating solutions that are a part of many tickets, labels, tags, and packages consumers touch daily.

As a premier employer of choice, distinguished by the Fox Cities Chamber of Commerce Employee Friendly Workplace certification, our success is rooted in our people. We are committed to promoting work life balance and integration by investing significantly in employee-friendly policies and practices. Whether you are looking to start, make a change, or advance your career, find your path at Appvion, and leave your mark on the world.

What we can offer you:

We prioritize the health and happiness of our employees by granting new hires eligibility for benefits starting on the 1st of the month following their hire date. Our comprehensive benefits package includes full, low-cost coverage for health, vision, and dental insurance. Additionally, we provide an array of other perks, including:

• Complimentary access to our 24/7, onsite fitness center.
• 100% 401(k) match up to the first 5% contributed, with full vesting day 1.
• Generous annual time off package: vacation starts at two (2) weeks and increases based on previous experience, supplemented by one (1) week of sick and emergency time, twelve (12) holidays per year, and paid volunteer and parental leave.
• Tuition reimbursement (up to $5,250 annually), scholarships for dependents, monthly cell phone reimbursement, and much more!

A post-offer, pre-employment background check, and drug screen is required.

Appvion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. If you need assistance or an accommodation due to a disability, you may contact human resources at

[email protected]

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