Skip navigation

Have you considered using our job search? Click here to search our current jobs.

Have you considered using our job search? Click here to search our current jobs.

Customer Service Analyst

Summary

Salary
Starting salary will be determined based on experience and credentials
Team
Supply Chain and Logistics
Location
Chicago, USA

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with additional offices located in Aurora, Illinois and Ann Arbor, Michigan. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.
Over the last five years, we’ve established our own retail proposition, opening 205 Direct and Partner Dyson Demo Stores around the world (across more than 20 different markets). Our ambition is to continue to grow our own retail presence, taking the number of global retail locations to 500 by 2025. 

About the role

The Customer Service Analyst is a frontline communicator with our customer base and provides industry leading service levels to Dyson’s retail customers. This role is responsible for processing retailer orders while ensuring customer requirements are met.  This position needs to thrive in a fast paced environment while maintaining and growing customer relationships and service levels.  A high degree of attention to detail is required along with excellent communication skills and the ability to work independently.  When service issues arise the Customer Service Analyst needs to clearly and professionally communicate the issue to our customer as well as provide an action plan to remedy the situation.  The Customer Service Analyst is the voice of Dyson’s Supply Chain team to our retail customers.
Process customer sales orders
  • Identify and resolve errors in EDI documents transmitted from customers
  • Manual entry of purchase orders into SAP as required
  • Ad-hoc order releases to the warehouse for fulfillment
  • Assure order accuracy and resolve discrepancies in pricing, quantity or terms
  • Monitor open orders to ensure on time shipment and fill rate requirements are met; obtain ship window extensions when necessary
  • Maintain and monitor order tracking for allocated products; assess against forecast and communicate variances internally and/or externally
  • Generate procedures and process flows for each retail account you are assigned
  • Identify areas of improvement for various processes and implement changes

Communication and customer support
  • Effectively communicate externally with retailers to resolve order issues, make adjustments where needed, and provide order status information as requested – provide proactive communication whenever possible
  • Facilitate internal Dyson Sales Account and Order Processing meetings
  • Work closely with Dyson Sales team to determine options and best solution for problematic orders
  • Communicate with the Dyson Supply Chain team to understand receipt planning and allocation figures to ensure inventory shortages and retailer chargebacks are minimized
  • Work with Dyson internal teams to identify and resolve issues resulting from customer, item, or pricing setups
  • Partner with Logistics team to ensure customer orders ship on time, accurately and according to customer routing guide specifications
  • Liaise with Dyson Accounts Receivable to resolve any customer credit issues to ensure shipping deadlines are met

Auditing and Reporting
  • Daily auditing of open orders to ensure accuracy and timeliness of shipments for the retail accounts assigned
  • Provide new order reporting for use by Dyson upper management
  • Update allocation document for actual orders received to allow for comparison against expectations
  • Analyze retailer’s scorecards in regards to Dyson’s supply chain activities and pull in appropriate parties to discuss and initiate corrective actions when necessary
  • Analyze retailer’s chargebacks related to Dyson’s supply chain activities and pull in appropriate parties to discuss and initiate corrective actions
  • Supply other ad hoc reporting as requested for open orders, shipments, customer, and product related inquiries
Other duties
  • Relish the opportunity to pick up new activities that fall broadly in the purpose of the role
  • Think outside of the box, identifying opportunities for improvement
  • Identify problems and find solutions
  • Demonstrate an acute attention to detail

About you

  • Bachelor’s Degree in logistics or business related field strongly preferred; high school diploma or GED required
  • 2+ years of prior order fulfillment experience preferred 
  • Experience with SAP preferred 
  • EDI experience preferred
  • Experience in consumer products goods company strongly preferred
  • Strong customer focus with a sensitivity to customer needs
  • Knowledge/proficiency in Microsoft Excel required 
  • Excellent organization skills
  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills
  • Ability to work independently 
  • High level of attention to detail and accuracy
  • Adaptable/flexible – able to multi task
  • Sense of urgency and the ability to meet deadlines
  • Capability to excel in a fast-paced environment
  • Task oriented
  • Tireless in getting to the right result
  • Gets the answer by thinking hard – detail and patterns; sees opportunity where others see problems
  • Makes the right decisions with long term, commercial thinking

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:
  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts

Health benefits:
  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer. #LI-DYSON

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.