INACTIVE
Full-Time
Customer Service Analyst
Posted on 3/22/2024
E-commerce platform for business procurement
Industrial & Manufacturing
Junior, Mid
Chicago, IL, USA
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.
- 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
↑ 20%2 year growth
↑ 51%INACTIVE