Customer Service Operations Specialist- Jasper, IN

Kimball International, Inc.•Jasper, IN

33d•Onsite

About The Position

The Customer Service Operations Specialist supports the Customer Excellence Team with analytics and reporting for key monthly metrics focused on identifying issues that impact customer satisfaction.

Requirements

Team oriented & customer centric
Ability to build and sustain relationships
Acts with integrity and has respect for others' differences and opinions
Creates an environment that fosters collaboration
Energetic, self-starter
Creative, Flexible, tactful, and assertive
Effective listening skills
Fosters an atmosphere of open, non-defensive, two-way communication
Strong presentation, written and verbal communication skills
Embrace continuous improvement; facilitates change
Effectively prioritizes tasks, formulates and implements action plans, establishes and adheres to deadlines, all while ensuring meticulous record keeping and attention to detail
Anticipate bottlenecks and offer solutions before they escalate
Persists in carrying out plans despite obstacles and difficulty
Leadership and mentoring skills
Confidence in your abilities to lead organizational change
Treat coordination of shared goals as your responsibility, even without formal authority
Results focused
Ability to meet deadlines
A strategic and analytical mindset
A thorough understanding of the latest process enhancement strategies
Dynamic thinking and problem-solving abilities
Knowledge of departments and roles within organization; utilizes appropriate personnel when needed
Excellent decision-making ability
Ability to lead peers & excels at building creative solutions
Proficient in Excel, PowerPoint, Word, Salesforce.com & SAP
Uses business statistics & trends to aid in decision making
Bachelor's degree or Certification in business, analytics, or process management or 3+ years of experience in similar field preferred

Responsibilities

Assist the Customer Service Trainer with new hire, continuous improvement, new products, and certification trainings enabling our Customer Service team to provide best in class service to our customers
Supports Customer Excellence leadership by collecting, analyzing, and interpreting KPI/metrics around topics including, but not limited to: Case trends and response times Replacement approvals Freight Expedites Monthly Non-Operations Cost of Quality support
As needed, report development and analysis using Power BI and Salesforce.com
Coordinate escalation of ongoing issues with Customer Service Managers
Set up regular meetings to identify escalated issues in a timely manner.
Schedule appropriate parties involved to support service response in a timely manner and collaborate with Product team in identifying and providing options for escalated issues
Coordinate meetings on as-needed basis with cross-functional teams such as Quality and Operations teams.
Organize processes and tracking system for Customer 360 metrics by providing key data for all functional leaders enabling them to root cause and provide improvement actions for outlined monthly meeting updates.
Collaborate with cross-functional teams including training, quality assurance, and operations to ensure alignment in tackling customer service challenges
Regularly monitors the implementation of solutions to achieve objectives and expected benefits using analytics
Assist Customer Service Operations team to ensure process documentation, Knowledge Articles, and Work Instructions are all kept up to date