Customer Service Excellence Analyst

About the role

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. The Customer Service Excellence Analyst is an individual contributor responsible for leading continuous improvement efforts and shaping the continuous improvement strategy across all Customer Service US. This role drives initiatives for Customer Service Excellence while supporting Operations Excellence in projects that improve performance, and ensures compliance with the Customer Service Policy.

Responsibilities

• Provide training to all customer service new hires and support successful onboarding.
• Assess employee performance during and after training, provide coaching and development, and deliver performance feedback to managers.
• Partner with management on curriculum needs and continuous improvement initiatives.
• Collaborate on new ideas and projects to improve and standardize operational performance.
• Implement Customer Service Excellence initiatives such as process improvements, Standard Operating Procedures, Playbook revisions, and NCR Process Management.
• Collaborate with Americas Excellence on application improvement projects to increase efficiencies.
• Work closely with management to assess performance gaps, recommend training solutions, and enhance best practices.
• Define business and performance objectives for training initiatives.
• Provide coverage to customer service when needed to support the team and limit disruptions to customers and commercial team members.
• Develop and define success metrics; measure and evaluate the effectiveness of training.
• Keep abreast of current learning and performance strategies, delivery methods, and techniques.
• Facilitate training and evaluate its impact on Customer Service effectiveness.
• Focus on improvement strategies and plans to maximize productivity.

Skills

• Ability to communicate orally and in writing clearly and straightforwardly at all levels.
• Ability to maintain confidentiality of information.
• Ability to make decisions and solve problems while working under pressure.
• Proficiency in personal computers, spreadsheet applications, databases, Windows, video creation technology, and other relevant tools.
• Ability to prioritize and organize effectively, managing multiple projects and meeting target deadlines.
• Ability to show judgment and initiative to accomplish job duties.
• Collaborates and coordinates activities with management, team, and across functions.

Qualifications

• Required:
  • Associate’s degree or 5 years equivalent customer service experience.
  • Training experience.
  • Proven track record of delivering excellent customer experience.
• Desired:
  • Bachelor’s degree in business management or education.
  • Experience writing standard operating procedures (SOP).
  • Project management experience.

Competencies

• Business Acumen
• Problem Solving/Analysis
• Customer/Client Focus
• Communication Proficiency
• Teamwork Orientation

Supervisory Responsibility

This position has supervisory responsibility during the new hire training program.

Schedule

This is a full-time position, with hours of work Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed. This job currently operates on a hybrid schedule rotating between in-office and remote work environments.

Travel

Some travel is expected for this position.

Benefits

IMCD offers bonus eligibility, healthcare, dental, vision, retirement plans, and additional programs designed to support employee well-being.

Pay

A successful candidate’s actual compensation will be determined after considering factors such as work history, experience, skill set, and education. This does not include the value of IMCD’s benefits package.