Customer Experience Analyst

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Date: Nov 16, 2024

Location: Colmar, PA, US, 18915

Company: Dorman Products

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 28 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, we had revenues surpassing $1.93 billion in 2023.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

The core purpose of this role is to provide support to the Senior Analyst and Manager Customer Experience roles in the day to day execution of requirements.  This role is critical in building and maintaining relationships with customers which includes monitoring service levels, and providing ad hoc support as needed. This is a critical role in Dorman’s continued journey to grow. 

Primary Duties

• Work cross functionally with internal and external customers at all levels of the organization 

• Communicate with customers and sales on a routine basis and respond to customer/sales issues/inquiries in a timely manner 

• Monitor orders for any extreme spikes and/or other concerns and escalate as appropriate 

• Deliver Monthly Reports to best connect with and understand assigned customer service/performance 

• Monitor orders to ensure timely shipping and accurate execution 

• Assist in managing and monitoring customer Key Performance Indicators (KPIs), including executing service improvement plans for KPIs below target 

• Implement activities needed to achieve sales plan through program execution with collaboration of sales, supply chain, and the customer 

• Audit and load customer contract pricing in SAP. 

• Execute the NPA process with customers. 

• Execute customer programs from PO to Delivery. 

• Review customer deductions & fines/fees for validity and provide back-up/data to finance as needed. 

Qualifications

• Intermediate level Microsoft Office experience required (Word, Excel, and PowerPoint). 

• Must be able to work flexible hours and overtime as required (limited).  

• Ability to travel 10% of the time (travel to customers’ offices).  

• Effectively work in a team environment supporting others through coverage, problem solving, and day to day interaction.  

• Knowledge of EDI of SAP preferred  

• Physical Requirement: Capability to lift 20 pounds.

• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.  Noise level is usually moderate.

Education / Experience

• Bachelor’s degree in General Studies/Business preferred  

• 1 year of experience in Logistics and/or Customer Service. 2 years of related experience preferred. 

Core Values & Competencies

Driving for Results

Displaying Technical Expertise

Prioritizing and Organizing Work

Championing Customer Needs

Driving Continuous Improvement

Communicating Effectively

Ideation and Innovation

Deliver Customer Value

Empower Our Contributors

Accountability for Results

Strive for Excellence

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V. www.DormanProducts.com

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