Customer Service Process Support Analyst

Role Overview

• Serve as the primary administrator for the Marley Concept CPQ application, including managing security, user profiles, data interfaces, system testing, and oversight of enhancements and new feature development
• Act as the primary support resource for all Marley Representative Portal applications, ensuring user access, functionality, and issue resolution
• Troubleshoot issues related to Electronic Data Interchange (EDI), identifying root causes, correcting deficiencies, and partnering with IT and customers to establish new EDI relationships
• Train new representatives (REPs) and internal employees on Concept CPQ and Marley Order Management (MOM) systems to ensure accurate and efficient usage
• Provide day‑to‑day support for system users, offering guidance, documentation, and troubleshooting to enhance user experience and system literacy
• Deliver backup support for Customer Service Representatives during high‑volume periods, system outages, or scheduled leave coverage
• Identify opportunities for application, system, and workflow improvements that enhance accuracy, speed, or overall customer experience
• Lead or support implementation of process improvements, partnering with key stakeholders to ensure successful adoption
• Maintain and refine system documentation, process maps, and standard work instructions to support scalable operations
• Work closely with IT and project managers to support the development, testing, training, and administration of the Microsoft Dynamics CRM application
• Serve as a liaison between Customer Service, IT, Sales, and external representatives to ensure systems, data flows, and processes align with business needs
• Support cross‑functional initiatives by providing system insights, user feedback, and operational perspective during new system rollouts or upgrades

Requirements

• Demonstrated problem‑solving, data analysis, and technical proficiency, including advanced Microsoft Office skills (Excel pivot tables, graphs, reports; PowerPoint; Word)
• Experience supporting or implementing business software systems; background with CRM, CPQ, and IT/technical environments preferred
• Strong written, verbal, and interpersonal communication skills with the ability to collaborate effectively across cross‑functional teams and all organizational levels
• Proven ability to drive results through process improvement, metrics reporting, problem analysis/resolution, and consistent follow‑up on internal and external commitments
• Highly organized, detail‑oriented, and team‑focused professional with a systematic work approach and the ability to build strong working relationships and support training or coaching needs
• Bachelor's degree in Business, Engineering, or related field; MBA preferred
• Deep knowledge of industrial equipment, systems, and technical applications
• Experience managing global accounts or overseeing international sales operations
• Demonstrated ability to work effectively across functions in a matrixed organization
• Strategic thinker with the ability to balance short-term wins with long-term growth
• Results‑driven mindset with a strong bias for action and continuous improvement

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs