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Dedicated Client Support Analyst

  • Location: Dallas, Texas, 75201
  • Salary: 26.67
  • Job Type:Contract

Posted 8 days ago

Our client is seeking a Client Support Analyst for a 4-month contract role in Dallas, Texas.

Responsibilities:
  • Manage exception management portal in Cass
    • Investigate and approve/reject invoice charges based on contractual terms, rates, and logistics operations insight.
    • Enter disputes/claims as necessary; manage to resolution
    • Enter invoice GL logic
    • Investigate and resolve system related discrepancies (match/location failures, match to paid, etc.); update relevant data tables
  • Investigate and resolve data related integration issues between Cass and SAP (ZEPOST)
  • Single HFC point of contact for vendor invoicing issues (Cass scope vendors), involving appropriate Cass personnel as necessary
  • Manage carrier aging reports with larger vendors (Cass scope vendors)
    • Schedule regular meetings with Cass and vendor representatives until issues are resolved
  • Data Analysis
    • Gather data for metric reporting from all tools available within the organization
    • Analyze data
    • Provide both summarized and detailed information on results of data analysis
    • Based on analysis, provide recommendations on process/system improvements
    • Develops a thorough understanding of the role of all departments
    • Define reporting requirements for client programming/IT with regards to metrics
    • Test reporting
  • Client Communication
    • Communicate with external users of data
    • Conducts all client contact in a professional, courteous and timely fashion
    • Initiates client contact through visits to their locations or through telephone calls and emails as defined by departmental standards
  • Organizational Communication
    • Participates actively in staff meetings to communicate client’s concerns, suggestions, etc
    • Makes management aware of suspect or problem conditions that require additional attention or impact the account relationship

Skills and Abilities:
  • Strong, well-developed interpersonal skills in order to maximize client responsiveness and develop a working relationship with current clients as well as the ability to work effectively with other departments of Cass and the client's organization.
  • A high level of analytical skills to interpret metric findings, evaluate client requests and recommend procedure changes as appropriate in understanding the clients operational and data processing systems, etc in order to met client needs in a way mutually beneficial to both the client and Cass.
  • Ability to work independently as well as in a team environment as needed
  • A technical level of knowledge normally acquired through completion of a Bachelor's degree in business administration, data processing or related area or the equivalent experience.
  • Two or more years of experience in data processing/systems analysis or related work.
  • Problem solving skills with an emphasis in systematic solutions.
  • Both internal and external client support.
  • Above average knowledge and ability to use a variety of computer systems.
  • Solid organizational skills with the ability to multi-task.
  • Easily adapt to change.
  • Effective written and verbal communicator.
  • Intermediate knowledge of SQL.
  • Advanced knowledge of Microsoft Office Suite.
  • Ability to travel up to 25%.