Analyst - Customer Service

Company Profile

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

 

• Review, enter, validate, and maintain customer sales orders, change orders, returns, cancellations, and delivery schedules in the ERP system.
• Confirm product, quantity, pricing, customer master, ship-to, requested date, incoterms, payment terms, and other order requirements before release.
• Coordinate order acknowledgements, available-to-promise checks, backorders, allocations, expedites, delivery blocks, credit holds, and exception resolution.
• Monitor orders from booking through shipment and invoicing, proactively communicating risks, revised dates, and recovery actions to internal stakeholders.
• Investigate order discrepancies, delivery failures, pricing errors, duplicate orders, and invoice issues using structured root-cause analysis.
• Maintain complete order documentation and support audit, compliance, and customer service requirements.
• Create, review, update, and validate Bills of Material for finished goods, subassemblies, kits, service parts, and configurable products.
• Ensure BOM components, quantities, units of measure, effectivity dates, revisions, alternates, substitutes, and make-or-buy indicators are accurate.
• Process Engineering Change Orders and master-data change requests in collaboration with Engineering, Product Management, Planning, and Manufacturing.
• Perform BOM comparisons, where-used analysis, revision audits, and mass-change validation to prevent obsolete, duplicate, or incorrect component usage.
• Validate material masters, item status, product hierarchy, lead times, sourcing attributes, and lifecycle states that influence order fulfillment.
• Identify BOM-related order failures and coordinate corrective action for missing components, invalid configurations, obsolete materials, or revision mismatches.
• Prepare operational reports and dashboards for order backlog, on-time delivery, fill rate, order cycle time, first-time-right rate, BOM accuracy, blocked orders, and aging exceptions.
• Use Excel, Power BI, Qlik, SQL, or ERP extracts to reconcile data, identify trends, and prioritize high-impact exceptions.
• Document standard operating procedures, controls, and data definitions; recommend automation and process improvements that reduce manual touchpoints and errors.
• Participate in user acceptance testing for ERP enhancements, product launches, master-data migrations, and process changes.
• Meet service-level agreements and contribute to team cross-training, knowledge management, and operational reviews.

Qualifications

Requires a high school diploma or an equivalent combination of education and experience. 1-3 years of related experience is required.Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focused on details. Requires limited knowledge of the organization, products, and/or services. Requires ability to navigate a computerized data entry system or other relevant applications.