Customer Service, ERP & Material Planning Analyst

Location: In-Person - Twinsburg, OH

Must be authorized to work in the US without sponsorship.

Summary:

We are seeking a dynamic, data-driven team member to creatively address customer challenges, manage orders and inventory, and collaborate with operations, sales, customers, distribution partners, and vendors. Using data and ERP systems, the candidate will analyze ordering patterns, provide actionable insights, and balance customer satisfaction with company and employee needs. Responsibilities include planning materials for finished goods, managing purchasing, setting inventory targets, handling obsolescence, and communicating with suppliers. The role demands strong research and data analysis skills, leveraging Excel and accounting systems to track orders, optimize inventory distribution per FIFO principles, and generate reports on trends. The candidate will also handle inventory allocation, shipping coordination, and work with sales and production to resolve delays and prioritize customer needs.

Your responsibilities:

Inventory management

• Analyze operational metrics to plan material needs, balancing adequate inventory levels and costs.
• Manage and track inventory levels for finished goods. Create inventory targets.
• Create inventory targets by analyzing sales patterns and make recommendations for obsolescence of inventory.
• Manage purchasing from internal and external sources and track supplier performance.
• Coordinate with internal operational teams and suppliers to make sound data-based decisions and provide relevant documentation for picking inventory and shipping.
• Manage and track inventory levels for finished goods including month end and year end physical inventory reconciliation.

Order processing

• Interact with customers on behalf of the organization to take orders, provide information about products and services, respond to customer complaints, and process returns.
• Responsible for receiving, entering, acknowledging, and monitoring customer orders. Tracking progress of all orders and providing information to customers regarding open orders, product availability, shipping, and invoicing.
• Coordinate shipping and logistics of orders with team members from the shipping team and providing relevant documentation.
• Enhance customer experience through regular dialogue with customers and internal team members.

Invoicing & collections & process management

• Facilitate daily database maintenance on assigned accounts utilizing Peachtree/Sage50 accounting system and Excel to maintain all customer and supplier information.
• Create invoices for customers, maintain accounts receivables, and send requests for collections.

Other responsibilities

• Responsible for calculating and reporting key metrics and performance indicators for the order processing, inventory management, and customer invoicing & collections processes.
• Maintain process documentation and train new team members on the order processing, inventory management, and invoicing and collections processes.
• Based on knowledge of the three processes above, provide data-based recommendations for managing customer and business risk in relation to requests to deviate from standard processes (e.g. ship out of terms, offering rebates, etc.)
• As a Quality Representative (QR) for the market team, provide the team guidance on process updates and process quality controls according to ISO 9001. Approve closures of customer complaints and other quality improvement tasks completed by the team, and drive system maintenance and improvements through participation in the local quality network with other QRs.
• Participate in Technoform’s global network by leveraging the knowledge of a multi-cultural team

Your qualifications:

• An associates degree or equivalent work experience required.
• 4-5 years of analytical experience is required, preferably in supply chain or in the manufacturing industry.
• Must have analytical problem solving and critical thinking skills.
• Knowledge and experience with Peachtree, Sage, or other ERP systems.
• Excellent communication and customer service skills with a high degree of professionalism, both written and verbal. Must be able to interface and effectively support both internal and external customer needs.
• Advanced knowledge and use of Microsoft Office applications including Outlook, Excel, etc.
• Ability to work independently and in a team-based environment.
• Strong organizational and time management skills.
• Ability to work with minimum supervision.
• Math aptitude to do fundamental statistical analysis (e.g. count, mean, median, mode, etc.) and convert units (e.g. feet to meters).
• Previous materials management or corporate supply chain experience preferred.
• Working knowledge and experience with business intelligence tools. Knowledge of data visualization / more advanced data analytics software (e.g. Tableau, PowerBI, PowerQuery, etc.). Experience in a manufacturing environment.