Customer Care Reporting Coordinator

1 day ago

Leawood, United States Sunlighten Full time

Customer Care Reporting Coordinator At Sunlighten, we're not just about infrared saunas, we're on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are rapidly expanding and need a talented Customer Care Reporting Coordinator that is data savvy, observant, and process-minded. Celebrating 25 years of innovation, Sunlighten has grown from its Kansas City roots to establish a global footprint, including expansion into the UK. With the global wellness market projected to reach $7 trillion in 2026, we are proud to be part of this dynamic and holistic shift. As leaders in light science and longevity, we create innovative solutions that help customers lead vibrant, active lifestyles. The Customer Care Reporting Coordinator supports the customer care and logistics teams by gathering, organizing, and analyzing data to provide actionable insights that improve service quality, operational efficiency, and customer satisfaction. This role works with leadership to build and maintain reports from CRM, ERP, WFM, and contact center systems, providing clear insights into performance trends, improvement opportunities, and key service metrics. Duties/Responsibilities: Compile data from multiple customer care systems (CRM, ticketing, telephony, or workforce management tools). Prepare and distribute daily, weekly, and monthly performance reports using Office365 and SharePoint. Maintain consistent formatting, accuracy, and version control across all reports. Develop visual summaries (charts, tables, pivot reports) to help managers interpret data easily. Track contact center KPIs such as agent QC/QA, call data, and case dispositions or outcomes. Track supply chain reporting, focusing on the timely acquisition and delivery of inventory. Analyze customer care performance trends to identify root causes of service issues or metric changes. Provide insights and recommendations to leadership to support decision-making. Support projects and performance initiatives through targeted data analysis. Highlight variances, anomalies, and emerging trends on a weekly or monthly basis. Partner with leadership to align QC/QA reporting with operational goals. Support ad-hoc analysis requests from leadership during audits, planning cycles, or strategy reviews. Maintain a reporting calendar and process documentation for all reports. Help streamline reporting workflows by identifying opportunities for automation or simplification. Other duties as assigned.

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