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Customer Care Analyst

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Tracking Code
4868
Job Description

INTRODUCTORY PARAGRAPH
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.

POSITION OVERVIEW

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.

PRIMARY DUTIES
 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

MINIMUM REQUIREMENTS
 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
 Team player
 Excellent organization & time management skills
 Strong MS Office ability with experience of Prism or SAP

PREFERRED QUALIFICATIONS
 SalesForce.com and SAP/JDE experience.
 Supervisory experience
 Lean Six-Sigma or Quality Management certification or course-work.

Job Location
Mindelo, Porto, Portugal
Position Type
Full-Time/Regular
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