Inventory Analyst

Description

Career Area:

Job Description:

JOB PURPOSE: Order Management Analysts will typically work with an assigned set of dealers and be responsible for backorders submitted by those respective dealers from time of order entry through fulfilment. Generally the focus will be on backorders and following related steps including but not limited to working with teams expediting and/or researching other alternatives for backorder resolution while keeping dealers apprised of order/shipment status.  Order Analyst will work closely with global counterparts with essentially “assigned” first touch responsibilities for overseas backorders as in scope today.

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The Order Analyst will follow standard processes in working closely with internal, global process partners in Supply base teams, peer Customer Services teams, Problematic Backorder support, Inventory Management Supply, Warehouse Operations/Support and other teams through the use of Partsviz and other appropriate communication mediums (phone, email, etc).  In addition to having an assigned pool (containing multiple assigned dealers) of tickets/requests, the Order Analyst will utilize additional tools (some may need to be yet identified/developed) to help prioritize and monitor workload.

This analyst will also be responsible for first level of elevations and work with dealer contacts to resolve before elevating higher to respective supervisors or other work groups.

JOB RESPONSIBILITIES :

1. Verifying and managing backorder details with the dealer

• Verify that orders are placed on right priority and are documented with appropriate information needed to process for respective order priority. Also, follow-up with dealer as needed to ensure appropriate documentation is complete.
• Order Analyst will work with global counterparts in ensuring verification.

2.  Building rapport with and communicate on a regular basis with a contact (parts analyst) at the dealership.

• Work with Customer Services supervisor and assigned dealers to develop regular contact points with dealers to facilitate timely order and issue follow-up.  (model/serial numbers, carrier preference, estimated ship dates, order status, etc.)
• Hold periodic or as-needed meetings/calls with assigned dealer to address/clarify issues and questions and/or provide awareness training on ordering processes or system (basic) updates.
• Order Analyst will rely on global counterpart involvement for similar dialogs with international dealers which may require some flexibility in hours to accommodate dealer discussions.

3.  Engage Engineers, Product Groups or Technical resources for guidance as appropriate

• Develop and document, in due course, an understanding of machine models and related Product Group organizations and contacts for future reference
• Research and/or identify alternate solutions that might address backorder situations – such as alternate part numbers, upper levels, or component build-ups not listed in NPR

4. Provide Order Analytics study on regular basis for order flow/pattern with a focus on segments, parts, customers, and regions. Regular reporting of the findings to higher management and work on corrective/preventive actions.

5.  Order Analyst Goals – Categories similar to what is in place today are anticipated/planned. These include but are not limited to:

• Timeliness to answer/respond
• Dealer interaction/communication
• Volume addressed
• Level, initiative, relationships, and possibly other aspects with respect to engaging help to identify solutions
• Support as backup to other Order Analyst
• Other activities as determined with supervisors

​BACKGROUND /EXPERIENCE :

• Bachelor’s degree in engineering/Mathematics/Science/Commerce
• 4-6 years of experience Strong Customer Focus with Excellent Communication Skills: Written, Oral & Phone etiquette
• Ability to multi-task and prioritize work Excellent keyboard and navigational skills
• Attention to detail and timely follow up to dealer inquiries and process partner interaction Position requires strong/good working knowledge of the service parts systems and processes
• Team player with good analytical and problem solving skills
• Advanced MS-Office skills and good presentation skills Willing to work in US/Europe shifts

Caterpillar is an Equal Opportunity Employer (EEO).

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