Senior Customer Care Analyst

REQUIRED SKILLS

• Demonstrated project management experience

• Demonstrated proficiency with Microsoft applications including Excel, Word, Project and Visio

• Demonstrated facilitation experience

• Project Management experience

Job Summary

Gather disparate data from various data sources; analyze and normalize to ensure data integrity for analysis. Provide consistent, relevant and accurate data as well as guidance/knowledge of the data and definitions that are available for analysis.

Major Tasks, Responsibilities, and Key Accountabilities

• Gathers and compiles raw data; conducts research for industry trends and benchmarks; and, normalizes data to incorporate into a centralized data format.

• Analyzes reports, makes comparisons to industry/company benchmarks, determines trends, and prepares cost analyses.

• Defines data definitions and documents data limitations.

• Prepares spreadsheets for data analysis; prepares reports with charts and graphs, mailing lists, maps and ad hoc requests. May make presentations.

• Provides recommendations based on findings and analysis. Provides input on policies and procedures.

• Participates in department and interdepartmental projects.

• May serve as Team Lead. May train Analysts.

• Performs other duties as assigned.

Nature and Scope

• Identifies key barriers/core problems and applies problem solving skills in order to deal creatively with complex situations. Troubleshoots and resolves complex problems. Makes decisions under conditions of uncertainty, sometimes with incomplete information, that produce effective end results.

• Independently performs assignments with instruction limited to the expected results. Determines and develops an approach to solutions. Receives technical guidance only on unusual or complex problems or issues.

• May oversee the completion of projects and assignments, including planning, assigning, monitoring and reviewing progress and accuracy of work, evaluating results, etc. Contributes to employees' professional development but does not have hiring or firing authority.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Typically requires overnight travel less than 10% of the time.

Education and Experience

• Typically requires BS/BA in a related discipline. Generally 5-8 years of experience in a related field OR MS/MA and generally 3-5 years of experience in a related field. Certification is required in some areas.

For CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA Job Seekers:

Pay Range

$76,500.00-$119,300.00 Annual

HDS provides the following benefits to all permanent full-time associates:

• Medical (with Prescription drug coverage), dental, and vision plans

• Health care and Dependent Care FSA (as applicable)

• 401(K) with company match

• Paid Holiday, Vacation, Personal Time, and Wellness Day

• Paid Sick Time

• Life and Accidental Death & Dismemberment Insurance

• Short and Long-term Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Whole Life insurance

• Commuter Benefits

• Tuition Reimbursement

• Employee Assistance Program

• Adoption and Surrogacy Assistance

CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.