The Husqvarna NA Division Customer Care & Service Corp Group is a shared service supporting all sales channels, interacting with all customer types to provide and process information in response to inquiries, concerns, and requests about Husqvarna products and services. Information is provided directly to customers as well as internal organizations such as Sales, Marketing, Finance, and Research & Development.
Husqvarna NA Division Business Analyst, Customer Care & Service Corp is responsible for Interacting with the business stakeholders and subject matter experts in order to understand their problems and needs. The Analyst will perform business analysis using various techniques, e.g., statistical analysis, explanatory and predictive modeling, and data mining. The Analyst will assist in developing best practices, actionable insights and recommendations for the current business operations. The Analyst will work directly with internal or external stakeholders by collecting and analyzing Customer Care, Service Corp and other internal or external stakeholders data and metrics to identify analytical requirements to improve customer service, operation costs, service and product quality. The Analyst may help to produce ad hoc data and reports. The Analyst may assist in implementing or developing systems to capture business operation information.
Partner with key stakeholders throughout the organization to develop a thorough understanding of the current structure, processes, systems, policies and operations of the Customer Care & Service Corp operations. Using this knowledge, develop and implement analytical tools and reports and participate in decision making, up to and including recommendations.
Support Customer Care & Service Corp initiatives and other business stakeholders, as needed, by consolidating data, performing in-depth analysis, summarizing results & key trends, updating materials and preparing reports and presentations. Calculate and trend commissions for Regional After Sales Managers. This involves developing a solid understanding of the business line strategy so that analyses are well-grounded, reflect business needs and opportunities, and align with budgeted forecasts.
Maintain monthly dashboard of call metrics, warranty and incident data to measure agent performance, customer satisfaction, product quality and operational efficiencies. Aggregate data from multiple, fragmented sources to identify trends and opportunities. Recommend opportunities to streamline data collection and improve analysis & insight.
Act as subject matter expert on all key customer reporting systems. This includes identifying reporting and analysis problems and working with the appropriate departments to resolve issues; understanding & reconciling gaps/overlaps/contradictions among and within reports and reporting tools; investigate possible methods of improving data collection and reporting processes for the department and determine next steps for improvements; and ensuring compliance to customer reporting quality standards.
Work closely with IT partners to develop standard and ad-hoc reporting capabilities across multiple systems. Recommend solutions to gather and report data more efficiently with less manual intervention needed. Consolidate data from multiple sources and organize in a way to improve decision making.
Record details of issues, requests, inquiries, comments and complaints (as well as actions taken) in Customer Relationship Management System
Create regular and ad-hoc reports, data mining, data consulting, and data analysis as needed according to established deadlines.
Bachelor's degree in business or relevant area
2-4 years of professional experience in business analytics or comparable analytics position which includes developing and implementing dashboards and reporting tools
Experience using Tableau for reporting and mapping
Experience using multiple IT systems to consolidate, analyze and report data
Experience working in a OPE Customer Care department
Experience working with REX and JD Edwards systems including but not limited to pricing, cross reference, and authority group capabilities and methodologies relative to customer requirements and sales programs
Experience in maintaining and updating business systems
Skills and Capabilities (Knowledge, Skills, Abilities):
Strong data analysis capability
Ability to aggregate & organize data from multiple sources and make it meaningful
Excellent oral and written communication skills
Ability to comprehend and successfully operate within a complex data & systems structure
Demonstrated aptitude towards problem solving and root cause identification
Possess organizational, planning and project management skills and ability to effective drive cross-functional projects on time and budget.
Strong Computer Skills and Technical Aptitude (MS Access, advanced knowledge of MS Suite)
Ability to multi-task in a fast-paced, changing environment
Attention to detail and accuracy
Ability to proactively recognize issues and develop solutions with a focus on continuous improvement
Able to work independently with minimal supervision
A "roll up your sleeves" attitude. Proactive, flexible, self-starter.
Results-oriented, strong focus on meeting deliverables
Able to work in matrix environment with multiple stakeholders