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Customer Service Sales Analyst
2 months ago
Zekelman Industries is a leading manufacturer of superior quality tubular and related products, providing outstanding service to our valued customers.
Job DescriptionThe Customer Service Sales 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.
Key Responsibilities- Develop a comprehensive understanding of customer needs and expectations, leveraging data analysis to align internal processes and track team progress effectively.
- Foster strong, professional relationships with both customers and internal teams, adopting a collaborative approach to meet and exceed customer service expectations.
- Prepare and analyze reports on key performance metrics, utilizing data to monitor service levels, identify trends, and provide actionable insights to enhance customer satisfaction.
- Recognize patterns in customer interactions and service metrics to anticipate potential issues or opportunities for improvement, driving proactive solutions.
- Understand and contribute to the company's market strategy, using analytical insights to support and achieve business objectives and improve customer service outcomes.
- Identify and recommend opportunities for service enhancements, implementing solutions to address customer feedback and improve overall service quality.
- Actively participate in regular conference calls and meetings, both internal and external, to ensure alignment and address any customer-related issues or updates.
- Serve as a SAP Super User, including testing new transactions and participating in IT projects to enhance system functionality and support customer service goals.
- Export and import data into customer platforms and operating systems, ensuring accurate and efficient data transfer to support customer interactions and service delivery.
- Be prepared to travel to various company locations as needed to support customer service initiatives and internal projects.
- 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.
- Minimum of 3 years of experience in a sales or customer service role, with a strong preference for backgrounds in manufacturing or industrial sales.
- Demonstrated experience in roles that required significant analytical and customer service skills.
- 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.
- Experience with SAP, APO, Netsuite, or Anaplan is highly desirable. Familiarity with customer relationship management (CRM) systems and data integration platforms is a plus.
- 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.
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.
