Job Description
Job Description: SUMMARY A Customer Service Analyst plays a crucial role in ensuring that customer service operations are efficient, effective, and aligned with business goals. This position is essential for analyzing customer service data, identifying trends, and providing actionable insights to improve the overall customer experience. Within the customer service team, a Customer Service Analyst serves as the bridge between raw data and strategic business decisions, enabling organizations to deliver superior service to their clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
- Identify and eliminate weaknesses in current processes
- Streamline workflows to reduce errors or delays
- Gather and analyze customer trends to recommend proactive
- Evaluate and maintain productivity tools
- Author and review clear, well-structured business processes and workflow documentation
- Create reports, dashboards, and visualizations to support the team
- Communicate and validate requirements with stakeholders
- Identify automation opportunities
- Understand true business needs and propose ideas and solutions
- Lead or assist with project management for selected projects
- Making effective decisions when presented with multiple options for how to progress with the project
- Report project outcomes and meet deadlines
- Evaluate and analyze data
- Identify potential problems prior to their escalation
- Understand the customers needs, pain points, and feedback to provide actionable insights
- 15% Meet Personal and Customer Care Team Targets
- Other duties and tasks as assigned
Supervisory Responsibilities - This position has no direct or indirect supervisory responsibilities.
QUALIFICATIONS The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Work Experience
- High School Diploma or GED
- 4-6 years of customer service experience
- 1-2 years of process improvement/project management experience
- Proficient in Microsoft Office Products
- Requires strong interpersonal skills with internal and external customers
Desired Education/Experience
- Some College or bachelor's degree in a related discipline
Job -Specific Knowledge
To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.
- Customer Service - highly professional demeanor with excellent communication skills. Utilizes various interpersonal styles and communication methods to positively assist and influence customers and stakeholders.
- Knowledge of distribution and supply chain operations is preferred.
- Knowledge of business systems, process and operations.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies.
Technical and Analytical Skills - Ability to gather and interpret data
- Regularly update your data analysis skills for relevant technologies
- Clear communication
- Critical thinking skills
- Collaborate with Teams
- Adopt a proactive approach
PHYSICAL DEMANDS & WORK ENVIRONMENT The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this Job, the employee is:
- Regularly required to stand; use hands to handle and talk or hear.
- Frequently required to reach with hands and arms.
- Regularly working on computer.
Working Conditions
- The noise level in the work environment is usually moderate.
Illinois Tool Works, Inc.
Job Tags
Work experience placement,