Backlog Resolution Analyst
4 days ago
The Customer Service Specialist – Backlog Management & Technical Solutions plays a vital role in ensuring timely order fulfillment and customer satisfaction. This position involves utilizing advanced Excel skills to track, analyze, and report on backlog trends.
Key Responsibilities:
- Monitor and resolve problematic backlogs in customer orders.
- Prioritize high-impact orders and collaborate with relevant teams to resolve issues.
- Escalate unresolved issues to management and ensure corrective actions are taken.
Data Analysis & Reporting:
Use advanced Excel functions (e.g., pivot tables, macros) to analyze and report on backlog data. Provide clear and actionable insights on backlog trends and performance to improve backlog management and overall customer service.
Process Improvement:
Identify recurring issues or inefficiencies in the backlog management process and propose data-driven solutions. Work with internal teams to implement improvements and streamline the order fulfillment process, ensuring compliance with ISO standards.
Documentation & Compliance:
Accurately document all actions related to backlog management in the tracking system and ensure consistency with ISO documentation requirements.
Maintain Excel-based reports and dashboards for tracking performance and reporting.Customer Satisfaction:
Ensure that customer backlogs are resolved efficiently and that customers are kept informed throughout the process. Address customer inquiries and concerns related to backlog orders, ensuring satisfaction with timely resolutions.
JOB CONTENT:
This role is critical in resolving customer backlogs while maintaining ISO documentation compliance.
This position leverages advanced Excel skills to manage data, generate reports, and collaborate with internal teams to streamline processes.-
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