Customer Satisfaction Analyst

We are seeking a proactive and detail-oriented Customer Satisfaction Analyst to support turnaround time performance and customer satisfaction in our lab located in St. Cloud, MN. This role involves monitoring order flow, analyzing common delays, and assisting in resolving service issues. The ideal candidate will work closely with the Customer Satisfaction team and lab staff to identify problems, communicate updates, and contribute to process improvements.

• Track work-in-progress through the lab’s systems to identify delayed, stuck, or at-risk orders.
• Escalate or coordinate resolution for issues such as missing cutouts, cancellations, or incomplete customer information.
• Tag and prioritize rush or sensitive orders in collaboration with team leads.
• Support root cause identification for common order delays.
• Coordinate with customer service, lab, and quality teams to ensure timely resolution of service issues.
• Document key issues and follow-up actions in a structured way for team visibility.
• Assist in reviewing and summarizing order trends, delays, or breakage reports.
• Help maintain daily or weekly reports tracking turnaround time and service metrics.
• Provide data support to the Customer Satisfaction Manager or Analyst for larger trend analysis.
• Participate in team huddles to review current turnaround challenges and priorities.
• Offer suggestions based on daily operations to help improve workflow and customer outcomes.
• Support training of new team members on order tracking procedures and service protocols.
• Stay aware of key customer priorities and SLAs.
• Help ensure orders meet quality and timing expectations.
• Report any potential customer-impacting issues quickly and clearly.

• High school diploma required; associate’s degree or coursework in business, operations, or related field preferred.
• 1–2 years of experience in a production support, customer service, or operations coordination role.
• Familiarity with order tracking systems or manufacturing processes preferred.
• Strong organizational and follow-up skills.
• Comfortable working with data, spreadsheets, and reporting tools.
• Good communication skills and ability to work across multiple teams.
• Ability to work on the production floor as needed to follow up on orders or resolve issues.