Customer Service Excellence Analyst

IMCD Group B.V.•Westlake, OH

8d•Hybrid

About The Position

The Customer Service Excellence Analyst is an individual contributor responsible for leading continuous improvement efforts and shaping the continuous improvement strategy across all Customer Service US. This role drives initiatives for Customer Service Excellence while also supporting Operations Excellence in projects that help improve performance. The incumbent will conduct, measure, and evaluate the effectiveness of training programs for achieving and maintaining compliance, and will be a key individual to ensure compliance with the Customer Service Policy.

Requirements

Ability to communicate orally and in writing in a clear and straightforward manner at all levels
Ability to maintain confidentiality of information
Ability to make decisions and solve problems while working under pressure
Ability to operate personal computers, spreadsheet application, database, windows, video creation technology, other technology
Ability to prioritize/organize effectively, managing multiple projects and meeting target deadlines
Ability to show judgment and initiative and to accomplish job duties
Collaborates and coordinates activities with management, with team, and across the function(s)
Associate’s degree or 5 years equivalent customer service experience
Training experience
Proven track record of delivering excellent customer experience

Nice To Haves

Bachelor’s degree in business management or education
Experience writing standard operating procedures (SOP)
Project management experience

Responsibilities

Provide training to all customer service new hires and support successful onboarding
Assess employee performance during training, and thereafter, to provide relevant coaching and development and ultimately to provide performance feedback to managers of employees
Partner with management on curriculum needs, for continuous improvement
Partner with management on new ideas and projects to improve and standardize operational performance
Responsible for implementation of Customer Service Excellence initiatives such as: Process improvements, Standard Operating Procedures, Playbook revisions, NCR Process Management
Collaborate with Americas Excellence on application improvement projects to increase efficiencies
Work closely with management to assess performance gaps and key drivers and recommend training solutions and other related strategies for enhancing best practices
Collaborate with management to define business and performance objectives for all relevant training initiatives
Provide coverage to customer service when needed to support team and limit disruptions to customers and commercial team members
Develop, define success metrics; measure and evaluate the effectiveness of training in achieving desired outcomes
Keep abreast of current learning and performance strategies, delivery methods, and techniques
Facilitate training and evaluate impact of training on Customer Service effectiveness
Focus on improvement strategies and plans to maximize productivity