Job Description
POSITION SUMMARY
The Customer Care Analyst will be a project-based role. This person will identify and lead projects specific to customer care for ease of doing business, automation, self-servicing and streamlining processes. Manages reports and metrics for all aspect of customer care include daily dashboards and monthly KPI’s. Serves as a liaison between sales and operations.
RESPONSIBILITIES
Reviews and analyzes customer care and ecommerce data for trends and to support strategic initiatives and the decision-making process.
Support, administer, test and maintain customer care technology and infrastructure. This includes, but is not limited to, Genesys Contact Center, ERP systems, ecommerce systems and EDI and Artsyl systems, CRM and contact interaction systems, etc.
Monitors Customer Service KPI’s, such as Customer On-Time Deliveries and Customer Satisfaction.
Develops initiatives and programs to improve Customer Service efficiency and standardize it across the business.
Assist with problem solving related to the technology and infrastructure. Coordinate implementation of new contact center technologies. Works closely with leadership, customer care operations and IT resources to ensure data integrity, system enhancements and timely reporting.
Workforce Management responsibilities and assists in processing payroll.
Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization.
Develops and recommends improvements to systems, processes, and procedures to increase productivity and reduce cost. Proficiency with Axapta, EDI, and internal systems.
Works under general supervision. A certain degree of creativity and latitude is required. Extreme attention to detail and strong problem solving and data manipulation skills.
LEADERSHIP COMPETENCIES
Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
Manages Conflict – Handling conflict situations effectively, with a minimum of noise.
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Qualifications
Experience and Skill Required
Bachelor’s degree or equivalent experience required, along with 2 or more years of experience in business, data management, ecommerce or related business experience.
Total Rewards and Benefits
Equal Opportunity Employer – Minority/Female/Disability/Veteran