Job Description
Reporting directly to the Senior Customer Service Manager, the CX SYSTEMS AND REPORTING ANALYST is responsible for building and maintaining an exceptional level of customer service. This role exists at the juncture of analytics and operations, comprising both collection and analysis of data on customer satisfaction, department KPI’s and channel-specific insights, as well as the development and refinement of key CX processes to continually improve overall efficiency and effectiveness of our customer service function. Sales operations support for Peets.com is a key element of the position.
WHAT YOU WILL DO:
- Brand Ambassador for Peets including responsibility for evangelizing the Peets Experience.
- Execute application of Peets focus and tone of superior service and product quality with internal and external customers and maintain a strong commitment to Peet’s Coffee & Tea vision, mission, guiding principles and values.
- Subject Matter Expert for all systems/business applications utilized by the CX team including (Zendesk, D365, Shopify, Order Groove, Paytronix, OLO, Aloha, Hootsuite, CashStar, Ada Chatbot)
- Lead trainer and role developer for the CX department’s processes and procedures
- Focused on moving customer response to lowest cost model while keeping customer satisfaction ratings high.
- Create, maintain and expand Peets.com customer self-service offerings using Ada Chatbot.
- Facilitates all new training and process development associated with business applications for Peets CX department including outside contractors.
- Works with DTC Sales Operations/Fulfillment, Digital Product teams to provide guidance and feedback on external and internal customer experiences, API integrations, and agent resources.
- Generates weekly / monthly CX and other channel reports, drawing key insights for CX cost to serve improvement. Simplify/automate/develop and refine KPI’s.
- Utilizing systems reporting, aid department managers’ efforts to support and nurture business channel relationships (D2C, Retail, Loyalty/Reward, Wholesale, CPG) via effective communication of issues directly impacting the consumer experience. Work with channel representatives on root cause analysis and resolution development.
- Crafting and maintaining efficient written processes and procedures for CX to enhance the overall Peets’s customer experience while speeding response time.
WHO YOU ARE:
- Able to translate passion for Peet’s product and people into maintaining and increasing the quality, efficiency, and authenticity of our service experience
- 3 years of experience in a role focused on reporting and analytics
- Zendesk experience a must
- Excellent analytical skills, ability to forecast
- Superior verbal and written communication skills
- Ability to communicate effectively up and down the management chain
- Adept at prioritizing an evolving workflow and adapting to changing priorities
- Attention to detail, thoroughness, and follow-through
- Proficiency in MS Office (emphasis on Excel and PowerPoint)
PEET’S COFFEE HOME OFFICE IS A FULLY VACCINATED WORKSITE. WE REQUIRE ANY NEW HIRE WHO WILL WORK FROM OUR HOME OFFICE TO VERIFY THAT THEY ARE FULLY-VACCINATED AGAINST COVID-19 BEFORE BEGINNING EMPLOYMENT WITH PEET’S, CONSISTENT WITH APPLICABLE LAW. ADDITIONAL INFORMATION WILL BE PROVIDED UPON ACCEPTANCE OF OFFER.
PEET’S HOME OFFICE IS A HYBRID WORKSITE, WHICH REQUIRES ANY HOME OFFICE EMPLOYEES TO WORK ONSITE 2 DAYS A WEEK WITH THE EXCEPTION OF ANY FULLY-REMOTE ROLE.
Company Description
Since 1966, we have remained dedicated to the passionate pursuit of truly distinctive quality in the cup, and everything it takes to get there. We are committed to the artisan practice of extraordinary selectivity, roasting by hand in small batches, and ensuring that every bean is meticulously fresh. Simply put, our core belief of uncompromising quality coffees and teas is the inspiration that drives everything we do.