SummaryAs a Customer Satisfaction Analyst, you will play a crucial role in tracking, reviewing, and resolving customer service and order-related escalations. You will ensure that escalated issues and See4C tickets are investigated and followed up with the appropriate teams, providing prompt updates to customers and improving the overall customer experience.
Responsibilities- Monitor and track escalated customer service, See4C tickets, and order issues through internal systems.
- Review escalated orders and See4C tickets for issues like delays, incorrect product details, or quality concerns.
- Ensure Customer Service receives updates within 24 hours to close the loop with the customer.
- Assist with basic root cause research for recurring escalation types and See4C tickets.
- Work closely with the lab, order management, and customer service teams to coordinate resolution of escalated cases and See4C tickets.
- Flag critical or repeat issues for review by the Customer Satisfaction Manager.
- Help maintain smooth communication between departments involved in escalation resolution.
- Coordinate with relevant contacts to ensure timely fixes are implemented.
- 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 seen during daily work.
- Participate in team huddles and provide input on potential improvements or training needs.
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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