Customer Engagement Analyst (On-site)

Kaplan Early Learning Company•Winston Salem, NC

47d•Onsite

About The Position

Incumbent will work independently to support and drive our sales growth initiative, profitability, and our commitment to quality customer service by focusing on evaluating, auditing customer requirements and our ability to meet those needs as efficiently as possible. The position will contribute to the overall success and profitable growth of the company by evaluating customer order requirements and product inventory status to effectively identify substitutions, will assist with labor assignments, status confirmations, order status, and delivery requirements of K-trucks or Special Delivery Orders while communicating between service, Traffic, the customer, and the sales representative. The staff member is charged with partnering with internal departments, primarily those that are customer-facing, to develop and drive execution plans for customer engagement success with Merchandising, Playground, Sales, Purchasing, Customer Support, and Operations to ensure customer requirements are executed against and met. Additionally, the incumbent will create and provide an analysis of various reports to ensure company leadership is informed and kept up to date on key performance indicators. Includes responsibility to audit individual employees' adherence to processes and procedures, identifying agents for additional training opportunities.

Requirements

Degree preferred.
5+ years of related experience in B2B client services or a customer service leadership role working with internal/external customers.
Comprehensive industry-specific knowledge of Kaplan and company internal processes required.
Ability to think strategically, creatively, and analytically required.
Proficiency in using MS Excel and Word required.
Strong knowledge of PeopleSoft with the ability to build queries or to learn query-building skills.
Self-motivated and proactive with excellent organizational, communication, and prioritization skills required.
Exceptional work ethic and flexible to changing business demands required.
Ability to perform under pressure and achieve deadlines required.
Demonstrate enthusiasm towards colleagues and customers required.
Ability to build effective working relationships with others, inside and outside the organization required.
Acts with a sense of urgency required.
Advanced problem-solving skills and a keen attention to detail required.

Nice To Haves

Strong knowledge of Hubspot preferred.

Responsibilities

Independently monitor and record customer requirements in our systems to proactively ensure customer satisfaction, support sales, and help customer service agents meet those requirements.
Analyze data and directly partner with Merchandising, Purchasing, Customer Support, and Operations regarding customer feedback, percentage of order completions, special attention follow-ups, attendance, phone reports, and execution against correct processes.
Serve as a specialist in k-truck deliveries, working to ensure delivery needs are met with temporary labor, install specialists, and order fulfillment.
Develop and maintain comprehensive knowledge of Hubspot, PeopleSoft, and other software to create improved processes as identified.
Develop and maintain comprehensive knowledge of specific order requirements and guidelines, including customer account knowledge.
Proactively identify agents who need remedial or enhanced training in daily duties.
Ensure appropriate information is communicated to Customer Support staff members for appropriate customer action.
Explore, identify, and make recommendations to create more efficient procedures and communication in customer engagements.
Collaborate with internal departments, establish, and lead meetings to discuss/propose areas of enhancement or alternative strategies that drive customer loyalty and internal excellence. Assist management in driving implementation and successful outcomes.
Collaborate with management on special projects to drive exceptional customer engagements.

Benefits

Competitive pay rate
Paid Time Off including holidays
Paid Maternity/Paternity Leave Supplemental Program
Childcare Discounts
Medical, Dental, Vision Insurance
Matching 401(k) Plan plus a suite of financial educational services to include consultations with licensed representatives
Short-term disability and long-term disability income replacement programs through Voya Insurance
Educational Tuition Assistance
Verizon and AT&T Discount
YMCA Discount
Employee Referral Bonus
LifeMart Discount Shopping Website
Kaplan Outlet Center Discount
Pet Insurance