Job Description:

SUMMARY

A Customer Service Analyst plays a crucial role in ensuring that customer service operations are efficient, effective, and aligned with business goals. This position is essential for analyzing customer service data, identifying trends, and providing actionable insights to improve the overall customer experience. Within the customer service team, a Customer Service Analyst serves as the bridge between raw data and strategic business decisions, enabling organizations to deliver superior service to their clients. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

45% Process ImprovementIdentify and eliminate weaknesses in current processesStreamline workflows to reduce errors or delaysGather and analyze customer trends to recommend proactiveEvaluate and maintain productivity toolsAuthor and review clear, well-structured business processes and workflow documentationCreate reports, dashboards, and visualizations to support the teamCommunicate and validate requirements with stakeholdersIdentify automation opportunitiesUnderstand true business needs and propose ideas and solutions25% Project ManagementLead or assist with project management for selected projectsMaking effective decisions when presented with multiple options for how to progress with the projectReport project outcomes and meet deadlines15% Customer InsightsEvaluate and analyze dataIdentify potential problems prior to their escalationUnderstand the customers needs, pain points, and feedback to provide actionable insights15% Meet Personal and Customer Care Team TargetsOther duties and tasks as assigned

Supervisory Responsibilities

This position has no direct or indirect supervisory responsibilities.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

High School Diploma or GED4-6 years of customer service experience1-2 years of process improvement/project management experienceProficient in Microsoft Office ProductsRequires strong interpersonal skills with internal and external customers

Desired Education/Experience

Some College or bachelor’s degree in a related discipline

Job —Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

Customer Service - highly professional demeanor with excellent communication skills. Utilizes various interpersonal styles and communication methods to positively assist and influence customers and stakeholders.Knowledge of distribution and supply chain operations is preferred.Knowledge of business systems, process and operations.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Technical and Analytical Skills

Ability to gather and interpret dataRegularly update your data analysis skills for relevant technologiesClear communicationCritical thinking skillsCollaborate with TeamsAdopt a proactive approach

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

Regularly required to stand; use hands to handle and talk or hear.Frequently required to reach with hands and arms.Regularly working on computer.

Working Conditions

The noise level in the work environment is usually moderate.