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Customer Service Sales Analyst

2 months ago

Chicago Illinois, United States Zekelman Industries Full time
About Us

Zekelman Industries is a leading manufacturer of steel tube and pipe products, with a rich history spanning over 130 years. Our company has played a significant role in building landmarks and buildings in North America, and we are committed to continuing our growth and success.

Job Description

The Sales and Service Performance Analyst plays a critical role in enhancing the customer experience at Zekelman Industries by combining exceptional analytical skills with a strong focus on customer service.

This role is dedicated to understanding customer needs, analyzing service performance, and facilitating effective communication between customers and internal teams.

The ideal candidate will excel in using data-driven insights to improve service delivery, resolve issues proactively, and ensure customer satisfaction while maintaining alignment with company goals.

Key Responsibilities
  1. Deep Customer Insight: Develop a comprehensive understanding of customer needs and expectations, leveraging data analysis to align internal processes and track team progress effectively.
  2. Customer-Centric Communication: Foster strong, professional relationships with both customers and internal teams, adopting a collaborative approach to meet and exceed customer service expectations.
  3. Analytical Reporting: Prepare and analyze reports on key performance metrics, utilizing data to monitor service levels, identify trends, and provide actionable insights to enhance customer satisfaction.
  4. Trend Analysis and Opportunity Identification: Recognize patterns in customer interactions and service metrics to anticipate potential issues or opportunities for improvement, driving proactive solutions.
  5. Strategic Alignment: Understand and contribute to the company's market strategy, using analytical insights to support and achieve business objectives and improve customer service outcomes.
  6. Continuous Improvement: Identify and recommend opportunities for service enhancements, implementing solutions to address customer feedback and improve overall service quality.
  7. Effective Collaboration: Actively participate in regular conference calls and meetings, both internal and external, to ensure alignment and address any customer-related issues or updates.
  8. System Expertise: Serve as a SAP Super User, including testing new transactions and participating in IT projects to enhance system functionality and support customer service goals.
  9. Data Management: Export and import data into customer platforms and operating systems, ensuring accurate and efficient data transfer to support customer interactions and service delivery.
  10. Travel and Flexibility: Be prepared to travel to various company locations as needed to support customer service initiatives and internal projects.
  11. Adaptability: Respond swiftly and effectively to additional tasks and requests, demonstrating a proactive and flexible approach to meet evolving needs.
Requirements
  1. Education: Bachelor's degree in Business, Information Systems, or a related field is required. Advanced certifications or coursework in data analysis, customer service management, or related disciplines are a plus.
  2. Professional Experience: Minimum of 3 years of experience in a sales or customer service role, with a strong preference for backgrounds in manufacturing or industrial sales.
  3. Technical Proficiency: Thorough knowledge of Microsoft Office Suite (Excel, Word, Outlook) with advanced skills in Excel, including pivot tables, VLOOKUP, and complex formulas, for data analysis and reporting.
  4. ERP and CRM Systems: Experience with SAP, APO, Netsuite, or Anaplan is highly desirable. Familiarity with customer relationship management (CRM) systems and data integration platforms is a plus.
  5. Data Management: Experience with exporting and importing data into customer platforms or operating systems is a significant advantage. Proficiency in data manipulation and database management tools is beneficial.
  6. Analytical Skills: Proven ability to leverage data analysis tools and techniques to derive actionable insights and drive continuous improvement in customer service processes.
Preferred Qualifications
  1. Exceptional Customer Service and Communication: Demonstrated ability to engage effectively with customers and internal teams through clear, professional verbal and written communication. Skilled in understanding and addressing customer needs to enhance satisfaction.
  2. Leadership and Collaboration: Ability to lead initiatives and collaborate effectively with cross-functional teams, including Technical, Shipping, Logistics, Planning, and Operations, to deliver exceptional customer service and achieve organizational goals.
  3. Advanced Analytical Skills: Strong mathematical aptitude and proficiency in data analysis to identify trends, interpret metrics, and drive actionable insights for continuous improvement in service delivery.
  4. Decision-Making and Prioritization: Capable of making informed decisions and managing multiple tasks efficiently, even under tight deadlines and changing priorities, to ensure timely and effective service.
  5. Problem-Solving and Improvement Orientation: Superior problem-solving skills with a proactive approach to identifying and implementing solutions based on data-driven insights. Committed to continuous improvement and innovation.
  6. Accountability and Follow-Through: Demonstrates strong accountability by consistently following up on assignments and tasks, ensuring all customer and internal needs are addressed promptly and effectively.
  7. Organizational Excellence: Strong organizational skills with the ability to manage and coordinate multiple tasks and deadlines in a fast-paced environment, ensuring high-quality outcomes and adherence to service standards.
  8. Adaptability and Resilience: Comfortable managing dynamic deadlines and adjusting to evolving priorities, with a willingness to challenge the status quo and propose solutions when data suggests the need for change.
  9. Effective Time Management: Proficient in managing time efficiently to balance competing demands and deliver results within expected timelines.
About Zekelman Industries

Zekelman Industries offers competitive compensation and excellent benefits, including low-cost, high-quality medical and dental benefits. In addition, we have an amazing tuition assistance program, a bonus plan, a 401(k) plan with a generous company match, immediate vesting, and much more.

We are committed to continuously advancing the skills and opportunities of our employees, utilizing the latest technology and management tools available to consistently increase profitability and the enterprise value of Zekelman Industries and of our customers.