Customer Service Analyst in Indianapolis at Delta Faucet Company

Date Posted: 6/24/2018

Job Snapshot

Job Description

Delta Faucet Company has an awesome opportunity for a Customer Solutions Analyst within our Customer Service department at our Indianapolis headquarters!


The Customer Solutions Analyst will have the responsibility of supporting customer accounts, both in our trade and retail channels and our manufacturer’s representative agency accounts or territory accounts. Customer contacts may be received via phone, fax, and email from either a customer who purchases products from Delta Faucet Company or a representative from a manufacturer’s representative agency. The analyst will be responsible for managing orders from entry through shipment and invoicing. There will be multiple interactions with direct customers, agencies and internal department as well as members of the Customer Solutions department and cross functionally to continuously drive improvements in service for his/her accounts.


Standard hours are 8am – 5pm; however, analyst may be asked to alter such times as needed to help support our customers.


Principal Accountabilities:

  • Manages accounts, including but not exclusively:

    Receives and resolves issues received through calls or email

    Processes orders

    Manages shipment status

    Reviews and releases order holds

    Provides direct communication with customers, agencies, sales, and other Delta Faucet departments

    Reviews customer metrics and drives improvements

    Continuously improves on existing processes and creates new standard operating procedures, as needed

  • Manages the shipping process for customer
  • Manages other customer needs within the standards of Delta Faucet Company’s processes
  • Helps develop processes to continuously improve service levels to all customers

Education and Experience/Skills:

The ideal candidate will possess a bachelor’s degree from a 4-year college or university and should have at least two years of customer service experience, or equivalent combination of education and experience. Basic knowledge of Delta Faucet Company’s product line, SAP and Delta Faucet Company’s manufacturer’s representative agency setup is a plus. Proficient computer skills, including Microsoft products is required. Incumbent should have the ability to handle multiple tasks and make business decisions with little supervision, as well as proven problem-solving skills. Candidate should possess strong communication skills, both written and verbal. This person must exhibit a high degree of professional excellence characterized by sound judgment, initiative, positive attitude and a high standard of ethics.

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