Job Description

Mold-Masters is seeking a dedicated and detail-oriented Customer Service Analyst to join our team. The successful candidate will be responsible for analyzing customer interactions, identifying areas for service improvement, and ensuring a high level of customer satisfaction. This role involves collaboration with Sales, Technical support, and Logistics teams to deliver exceptional service experiences.

Key Responsibilities

• Monitor and analyze customer service metrics to identify trends and areas for improvement.
• Provide detailed reports on customer feedback, complaints, and service issues.
• Collaborate with cross-functional teams to resolve customer inquiries and complaints efficiently.
• Develop and recommend strategies to enhance customer satisfaction and loyalty.
• Maintain accurate records of customer interactions and issue resolutions.
• Support the onboarding and training of customer service staff.
• Ensure compliance with company policies and standards.
• This role is a temporary position to cover a long-term leave of absence of 6 months.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2 - 5+ years of experience in customer service, customer support, or a related analytical role.
• Experience in a manufacturing or technical environment is a plus.
• Demonstrated ability to analyze customer data and provide actionable insights.
• Proven track record of improving customer satisfaction metrics.
• Experience with SAP is a plus.
• English language Intermediate or Advanced skill.

Hard Skills

• Proficiency in Customer Relationship Management (CRM) software and MS Office Suite.
• Strong analytical skills with the ability to interpret data and generate insights.
• Excellent written and verbal communication skills.
• Knowledge of customer service principles and best practices.
• Basic understanding of manufacturing or technical products (preferred but not mandatory).

Soft Skills

• Strong problem-solving and critical-thinking abilities.
• Exceptional interpersonal and communication skills.
• Ability to work independently and as part of a team.
• High attention to detail and organizational skills.
• Adaptability and resilience in a fast-paced environment.
• Customer-centric attitude with a focus on continuous improvement.

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Who we are: 

Mold-Masters is a global leader in the plastics industry. We design, manufacture, distribute, sell and service highly engineered and customized plastic processing equipment and systems. Our hot runners, temperature controllers, auxiliary injection and co-injection systems are utilized by customers of all sizes in every industry, from small local manufacturers to large worldwide OEM manufacturers of the most widely recognized brands. Over the course of our 50+ year history, we've built our reputation on delivering the best performance through our broad range of innovative technologies that optimize production to enhance molded part quality, increase productivity and lower part cost. Unlock your operations' full potential with Mold-Masters. Mold-Masters is an Operating Company of Hillenbrand.

Hillenbrand (NYSE: HI) is a global industrial company that provides highly-engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. To learn more, visit: www.Hillenbrand.com.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status.  Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .  In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.  At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".