The Customer Service Analyst is responsible for the development, implementation and improvement of the reporting tools based on data analytics in order to support the customer service team in providing the "best-in-class" service to customers. They will analyze data, drive conclusions, and provide recommendations based on their findings.
General Responsibilities
• Leads the preparation and presentation of weekly dashbboards by key customer accounts
• Distributes a reqular freight expedited dashboard
• Leads analysis of data findings for monthly reviews, builds data slides for review meetings, prepares data for customer scorecard reviews and monthly highlight report
• Prepares pull-in files for the customer service team to use quarterly in optimization activities and consolidates pull-in data for a regular management report out
• Demonstrate expertise in multiple processes within the scope of customer service. Take part in training and onboarding new hires
• Leads the customer service team by supporting them with any reporting or additionally required analytics knowledge
• Leads testing and implementation of new tools and processes
• Presents in internal meetings to provide critical customer account feedback as it relates to minimum customer product requirements during constrained supply situations
• Responsible for extracting and distributing credit hold reports, stock available for non-released lines reports for the distribution center, or any other report that supports the daily order management activities for the customer service team
Experience / Qualifications
• A university degree required (i.e. Bachelors degree) or equivalent relevant work experience.
• Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands
• Strong communication skills; oral, written and presentation
• Strong organization, planning and time management skills to achieve results
• Strong personal and professional ethical values and integrity
• Holds self-accountable to achieving goals and standards
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
• Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers
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