Customer Care AnalystApply Now Apply Later
- Tracking Code
- Job Description
We, at H.B. Fuller embrace a shared set of beliefs and competencies that direct the way we operate and express our fundamental principals about how we will achieve success. We strive to hire talent that demonstrates our beliefs and our competencies.
The Customer Care Analyst will report to the Customer Care manager. While part of the Customer Care group, the Analyst will support the manager to ensure all internal processes are in place and followed by the Customer Care Agents to meet customer satisfaction. The focus of the work will require the Analyst to understand both the view of the internal and external customers. This position will be involved in gathering data on customer complaints, customer requirements, customer questionnaires & customer evaluation of HB. Under the direction of the Customer Care Manager, the role will carry out his/her instruction to support the group in carrying out their workload in an efficient and effective manner.
Report on and analyze data regarding the complaint processes – making suggestions for improvements, spotting focus areas and generally keeping the team updated on key issues
Monitor the daily execution of customer complaints processing to ensure established processes are followed – support the Customer Care Agents as directed by the Customer Care Manager.
Lead cross-functional teams to review critical complaints and coordinate actions to ensure they are being put in place to address the complaints on a timely basis.
Provide training on, and support to, the complaint processes
Manage the coordination of HBF´s assessment of customer requirements
Analyze customer´s evaluation of HBF and set up cross-functional teams to define needed actions
Ensure customer questionnaires are handled in a timely basis for A customers
Analyze the metrics of customer satisfaction and ensure actions are taken internally to address gaps
Continuously identify opportunities to further improve SFDC in coordination with the global sales excellence team
- Required Skills
7 years of commercial customer transaction experience in a comparator company.
High level of PC and A/R system application skills.
Leadership skills for change agent role and for addressing/fixing root causes of complaints.
Strong Customer focus with high analytical ability
Fluent in English & at least one other European language
Excellent communication skills, particularly the ability to manage in a matrix organisation
Excellent organization & time management skills
Strong MS Office ability with experience of Prism or SAP
SalesForce.com and SAP/JDE experience.
Lean Six-Sigma or Quality Management certification or course-work.
- Job Location
- Mindelo, Porto, Portugal
- Position Type