Customer Care Analyst

Husqvarna Group Charlotte , NC 28201

Posted 4 months ago

Husqvarna Group is a global leading producer of outdoor power products and innovative solutions for forest, park and garden care. Products include chainsaws, trimmers, robotic lawn mowers and ride-on lawn mowers. The Group is also the European leader in garden watering products and a global leader in cutting equipment and diamond tools for the construction and stone industries. The Group's products and solutions are sold under brands including Husqvarna, Gardena, McCulloch, Poulan Pro, Weed Eater, Flymo, Zenoah and Diamant Boart via dealers and retailers to consumers and professionals in more than 100 countries. Net sales in 2016 amounted to SEK 36bn and the Group has around 13,000 employees in 40 countries.

Unit/Department Description: Husqvarna Division Customer Care

The Husqvarna NA Division Customer Care and Service Corp Group is a multi-channel Customer Care Center interacting with all customer types to provide and process information in response to inquiries, concerns, and requests about Husqvarna products and services.

Position/Job Description:

Husqvarna NA Division Business Analyst, Customer Care and Service Corp is responsible for providing analytical and systems support to the Customer Care and Service Corp Group. The position delivers value to external and internal stakeholders by collecting and analyzing customer care data and metrics to improve customer service, operation costs and product quality. The role is responsible for ensuring the data is accurate and for translating it in a clear, concise and business-relevant manner.

Essential Duties:

  • 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 and Service Corp Group. Using this knowledge, develop and implement analytical tools and reports to meet business needs.

  • Support Customer Care and Service Corp initiatives by consolidating data, performing in-depth analysis, summarizing results & key trends, updating materials and preparing reports & 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 and reflect business needs and opportunities.

  • 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 them, 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 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.

Job Requirements

Qualifications (Education and Experience):

Required

  • Bachelor's degree in business or relevant area

  • 5+ years of professional experience in business analytics or comparable analytics position which includes developing and implementing dashboards and reporting tools

  • Experience using multiple IT systems to consolidate, analyze and report data

Desired

  • Experience working in a 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

  • Learning agility

  • Able to work in matrix environment with multiple stakeholders

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Customer Care Analyst

Husqvarna Group