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Customer Service Analyst (Jasper, IN or Richmond, IN)

Company Name:
Master Brand Cabinets Inc
Overview:
Position Summary
The data analyst is responsible for developing pertinent metrics, dashboards, and KPIs for Customer Service and Support teams, as well as developing and maintaining the Customer Service Sharepoint Site.
Organizational Relationship
Reports directly to Dir-Project Management & Process Improvement
Accountabilities
Strong understanding of business processes and their impact to data and metrics
Gather and analyze data from different sources to develop and measure customer service and business support metrics monthly
Develop performance metrics into KPI Scorecards for all functions within Customer Service and Business Support including, Order Entry, Customer Service, Consumer Affairs, Job Completion, Design, and Systems
Create dashboards and reports with trend graphs, analyzing data with changes, % changes, ranking of data with period over period analysis.
Using data, provide answers to questions that are analytical in nature with KPIs and corresponding detail reports
Provide ongoing status updates, discuss and plan data analysis, review analysis and final report summaries for management as required
Perform data analysis, identify KPIs that are most relevant for the leadership team to make strategic and tactical decisions
Develop metrics and dashboards to help support new CS projects and initiatives as needed
Creating a standardized reporting and analytical template for use across different Customer Service teams and functions.
Work with each CS and BS function to develop and maintain the SharePoint sight
Create and maintain a document management process to ensure all information in SharePoint is accurate and up to date
Characteristics & Attributes
Proficient knowledge in data analysis using Excel, Access, Qlik view, and others
Strong computer skills including website maintenance
Ability to review data to create graphs, charts and tables in a final report with conclusions and recommendations
Logical thinking and information seeking
Results orientation; self-starter and motivated by data analysis
Strong mathematical, statistical and analytical skills and attention to detail
Excellent communication and presentation skills
Strong interpersonal skills
Impeccable organizational, planning and project management skills
Ability to pull data from available tools, analyze the information and present it in a simple and useful format
Experience & Education
Reporting and analysis experience
Experience with SharePoint is a plus
Excellent quantitative skills, highly proficient in Microsoft Suite and experience building databases
Strong understanding of data handling principles; comfortable working with large data sets
BS / BA degree in Business Management or related experience required
Hands on experience with business analysis platforms like OBI, Crystal Reports, Qlikview or any other analytical tools
Options :
Apply for this job online
ID: 2014-4436
Job Location: US - IN - Jasper US - IN - Richmond
Posted Date: 7/21/2014
Category: MKG - Marketing
Type: Full-Time

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