Description

We are seeking a skilled Service Operations Analyst to join our Franklin, TN based Customer Experience Team. The primary focus of this role is to generate and analyze key performance indicators (KPIs) to measure service operational effectiveness. The Service Operations Analyst will play a vital role in providing meaningful insights to the customer service side of the business, utilizing data modeling and visualization techniques to communicate the story. This role is responsible for analyzing and evaluating various aspects of the customer service experience, including partnering with customers to interpret and analyze data, provide technical system support, and overall process improvement for both internal and external stakeholders. The Service Operations Analyst uses data-driven insights to identify opportunities for optimization, implement solutions, and drive continuous improvement initiatives within the customer service environment.

Position Summary

The Service Operations Analyst plays a crucial role in partnering with external customers, and internal sales and customer service functions, to review procedures and processes to identify areas for continuous improvement.

Primary responsibilities for this role include:

• Data Analysis and Reporting: Collecting and organizing information from various sources, such as computer data and sales histories.
• Problem Solving: Identifying and solving systems problems across the sales and customer service areas within the organization including with the E-Commerce Portal and EDI platforms.
• Statistical Analysis: Using statistical methods to analyze information and develop solutions to business problems, with particular attention to claim workflows and identification of bottlenecks within processes.
• Recommendations: Advising stakeholders on findings and suggesting various courses of action to address identified issues.
• Documentation: Maintains the Customer Portal including the customer address book and pricing matrix and ensures accuracy in online systems.

Qualifications

Pivotal Experience & Expertise

• Experienced customer service professional with demonstrated knowledge of B2B customer experience, processes, and procedures.
• Demonstrated experience in utilizing IT systems to extract data and interpret into actionable items for internal and external stakeholders.
• Strong technical experience utilizing Microsoft Office (including Microsoft Visual Basic), EDIs, APIs, Salesforce, SQL, and ERP systems, with particular focus on utilizing such systems for order management and product pricing.

Qualifications:

• 2 years of experience in Customer Service IT related role
• Associate degree or Equivalent level of experience in Systems Administration or Information Technology
• Exceptional level of attention to detail
• Outstanding communication and interpersonal abilities, ensuring that complex data analyses are conveyed in a clear and comprehensible manner to all stakeholders involved.