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Full-Time

Customer Service Analyst

Posted on 6/21/2024

Zoro

Zoro

501-1,000 employees

E-commerce platform for business procurement

Industrial & Manufacturing

Junior

Chicago, IL, USA

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Python
Communications
SQL
Tableau
Customer Service
Business Analytics
Data Analysis
Excel/Numbers/Sheets
Requirements
  • Bachelor's degree in Business Analytics, Statistics, Mathematics, Economics, or related field
  • 1-3 years Customer Operations, Supply Chain, Customer Service or Order Management experience
  • Proven experience in statistical analysis, trend identification, and data interpretation, preferably in contact center or customer service environments using tools like SQL, R, Python
  • Proficiency in data mining, visualization, and dashboard development using platforms like Tableau, Power BI, or similar
  • Advanced working knowledge of Microsoft Excel, or similar data analysis tools
  • Self-starter/learner that can drive cross-functional projects; strong ability to work under minimal supervision
  • Excellent verbal and written communication skills
  • Exceptional analytical skills, detail and goal oriented, collaborate effectively with cross-functional teams, with a customer-centric mindset
Responsibilities
  • Utilize statistical methods to analyze contact center data, including customer inquiries, feedback and concerns to identify trends and areas for improvement
  • Develop and maintain reports and dashboards to track key performance metrics such as contact center volumes, response time, first contact resolution rate and customer satisfaction scores
  • Collaborate with cross-functional teams to develop visualization dashboards that provide actionable insights and support decision-making processes
  • Conduct root cause analysis to identify underlying reasons for customer issues and develop proactive solutions to prevent recurrence
  • Assist in the planning and execution of weekly, monthly, quarterly, and annual activities by providing data-driven recommendations and insights
  • Contribute to the development of programs, methodologies, and reports for analyzing and presenting data effectively
  • Write narratives around project performance to communicate findings and recommendations to internal stakeholders

Zoro specializes in an advanced e-commerce platform for business procurement, leveraging cutting-edge e-commerce and logistics technologies to streamline supply chain processes.

Company Stage

N/A

Total Funding

N/A

Headquarters

Chicago, Illinois

Founded

2011

Growth & Insights
Headcount

6 month growth

1%

1 year growth

4%

2 year growth

44%