SummaryAs a Customer Satisfaction Analyst, you will play a crucial role in tracking, reviewing, and resolving customer service and order-related escalations. Your efforts will ensure that escalated issues and See4C tickets are investigated and addressed promptly, supporting communication with the Customer Service team to provide timely updates to customers. This position is essential in enhancing the customer experience and maintaining order accuracy.
Responsibilities- Monitor and track escalated customer service issues, See4C tickets, and order concerns through internal systems.
- Review escalated orders and tickets for delays, incorrect product details, or quality issues.
- Ensure Customer Service receives updates within 24 hours to close the loop with customers.
- Assist with root cause research for recurring escalation types and See4C tickets.
- Coordinate with lab, order management, and customer service teams to resolve escalated cases.
- Flag critical or repeat issues for review by the Customer Satisfaction Manager.
- Maintain smooth communication between departments involved in escalation resolution.
- Keep accurate notes and logs for each escalated case to support trend identification.
- Assist with preparing weekly summaries or updates on open and resolved escalations.
- Support team efforts to improve the escalation process by sharing observations or patterns.
Requirements- High school diploma or equivalent required; additional coursework in business, operations, or quality a plus.
- 1–2 years of experience in customer service, production support, or order fulfillment roles.
- Experience handling escalations or customer complaints is a plus.
- Strong organizational skills and attention to detail.
- Good written and verbal communication skills.
- Comfortable using internal systems and tracking tools.
- Ability to work in a manufacturing environment and visit the production floor occasionally.
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