Customer Service Analyst

Salary: Confidential

Location: Houston, Texas Minimum Degree: Associate's Degree in Business or related field required; Bachelor's Degree preferred. Relocation Assistance: Available This role is required to be on-site (no remote option at this time) Competitive Compensation, Bonus Opportunity,

Job Description: A leading manufacturer and service provider of industrial power transmission equipment is seeking a Customer Service Analyst to provide technical customer support and manage quoting and order activities for industrial gears, gearboxes, and related rotating equipment. This individual will serve as a key connection between customers, outside sales, engineering, and operations to diagnose equipment issues, scope repairs, develop technical quotations, and ensure timely execution of customer requirements. The Customer Service Analyst will combine technical knowledge of rotating equipment with strong customer service and project coordination skills. This is a highly collaborative role that requires the ability to manage multiple customer inquiries and repair projects while maintaining accurate documentation, communicating status updates, and driving issues through resolution.

Essential Responsibilities: Serve as a primary technical contact for customers, outside sales, and internal stakeholders regarding rotating equipment issues involving gears, bearings, shafts, couplings, gearboxes, and related components. Manage incoming equipment and parts, create and maintain customer orders within the ERP system, and provide timely status updates to outside sales and customers. Evaluate customer repair requirements and develop detailed repair estimates and technical quotations. Support commercial negotiations and provide technical information required to successfully convert repair and service opportunities. Coordinate with engineering, operations, quality, procurement, and external repair partners to schedule repairs, source parts, and ensure successful project execution. Monitor repair projects from initial inquiry through completion, ensuring customer requirements, quality standards, and delivery commitments are met. Process warranty claims, returns, and repair authorizations while maintaining accurate records and tracking associated warranty costs. Track key service metrics including response time, resolution time, first-time-fix performance, and warranty trends. Analyze service performance data to identify recurring issues, process gaps, and opportunities for continuous improvement. Interpret technical drawings, part catalogs, specifications, and other engineering documentation to support customer inquiries and repair requirements. Provide timely and accurate communication to sales and customers regarding order status, technical issues, repair progress, and expected delivery dates. Build strong customer relationships by providing responsive, professional, and technically sound solutions. Collaborate cross-functionally to resolve customer issues and ensure a high-quality customer experience. Why is This a Great Opportunity: Client is in a growth phase