Customer Service Analyst

Handle day-to-day customer service activities, including order entry and order management

Serve as a point of contact for customer questions, order status, and issue resolution

Track and report on customer service KPIs (order accuracy, response times, OTIF, etc.)

Build and maintain reporting tools and dashboards used across the CS team and leadership

Partner with Customer Service, Planning, and Operations to identify trends and flag issues before they become problems

Bring fresh eyes to our CS processes and workflows — we're always looking for ways to work smarter, and your input matters here

Support process improvement initiatives with clean, reliable data

Strong Excel skills — comfortable with formulas, pivot tables, and cleaning up messy data (required)

Sharp attention to detail and comfort working with numbers day-to-day

Clear communicator — you'll be translating data for people who don't live in spreadsheets

Curiosity and a bias toward figuring things out, not just flagging them

Genuine interest in AI and new technology — you don't need to be an expert, but you should be excited to learn and use new tools as they come into the role

Exposure to Power BI or other reporting/dashboard tools

Prior experience in customer service, supply chain, or manufacturing environments

Comfort with (or interest in learning) SQL or other data tools

Support & resources:

You won't be building this alone — GBC has a skilled internal AI team that can support your requests for dashboards, applications, and other tools as you identify opportunities to improve how we track and report on CS performance.

This role starts with hands-on customer service work — order entry, day-to-day account support, and issue resolution. As you build a track record and GBC's reporting/BI capabilities expand, there's a real opportunity to grow into a broader Operations/Business Intelligence function for the right person who shows initiative.