What are the responsibilities and job description for the Customer Service Operations Analyst position at Knape and Vogt Manufacturing Company?
Are you passionate about process improvement? KV is seeking a Customer Service Operations Analyst to evaluate current procedures for efficiency and effectiveness, providing recommendations to management for streamlining and enhancement. This role collaborates closely with project managers and cross-functional teams to drive operational excellence and enhance the customer experience
Company Overview:
Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.
Whats In It For You:
- Benefits including Medical/Dental/Vision plus many more starting Day 1
- Competitive Pay
- Generous Paid Time Off
- 11 Paid Holidays
- 401K with Company Match
- Tuition Reimbursement
- Employee Discount Programs
- Bonus and Merit opportunities
What Will You Get To Do:
- Analyze existing Customer Service processes to identify areas for improvement, waste reduction and cost savings
- Drive the development and implementation of process improvements, by developing and maintaining detailed workflow maps to ensure cross-departmental alignment and streamline operations
- Analyze performance metrics to monitor the impact of improvements and support the company's objectives
- Lead and facilitate improvement projects to drive operational efficiency and enhance customer satisfaction
- Create and manage a SharePoint site for the Customer Service department to facilitate communication, document sharing, and collaboration
- Act as the Salesforce Subject Matter Expert (SME) for the team by providing training, support, and best practices to maximize the platform's effectiveness
- Maintain Share Point site for the Customer Service team
- Foster an environment of continuous learning and innovation within Customer Service by educating and coaching team members on continuous improvement concepts and tools to foster a culture of excellence
What Will You Bring:
- Work Experience: 2 years of experience in a Customer Service role possessing strong analytical abilities to identify trends and efficiencies, problem solving skills to implement customer service workflows and experience with performance metrics and KPIs
- Education: College degree in Business Administrative, Operations Management or related field, demonstrated relevant experience may be considered
- Computer Skills: Intermediate skills in Microsoft Office, experience using Salesforce and SharePoint, understanding of ERP systems like Oracle,
- Must be able and willing to work 100% onsite
