Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Job Summary:
We are seeking a highly skilled Customer Service Analyst to join our dynamic team. In this role, you will play a key role in ensuring the highest level of customer satisfaction by leveraging your strong analytical skills and business acumen to uncover insights by analyzing customer interactions, identifying trends and implementing strategies to improve our overall customer service experience.
Duties and Responsibilities:
- Utilize statistical methods to analyze contact center data, including customer inquiries, feedback and concerns to identify trends and areas for improvement.
- Develop and maintain reports and dashboards to track key performance metrics such as contact center volumes, response time, first contact resolution rate and customer satisfaction scores.
- Collaborate with cross-functional teams to develop visualization dashboards that provide actionable insights and support decision-making processes.
- Conduct root cause analysis to identify underlying reasons for customer issues and develop proactive solutions to prevent recurrence.
- Assist in the planning and execution of weekly, monthly, quarterly, and annual activities by providing data-driven recommendations and insights.
- Contribute to the development of programs, methodologies, and reports for analyzing and presenting data effectively.
- Write narratives around project performance to communicate findings and recommendations to internal stakeholders
Minimum Qualifications:
- Bachelor's degree in Business Analytics, Statistics, Mathematics, Economics, or related field. Master's degree is a plus. .
- 1-3 years Customer Operations, Supply Chain, Customer Service or Order Management experience.
- Proven experience in statistical analysis, trend identification, and data interpretation, preferably in contact center or customer service environments using tools like SQL, R, Python.
- Proficiency in data mining, visualization, and dashboard development using platforms like Tableau, Power BI, or similar.
- Advanced working knowledge of Microsoft Excel , or similar data analysis tools.
- Self-starter/learner that can drive cross-functional projects; strong ability to work under minimal supervision
- Excellent verbal and written communication skills
- Exceptional analytical skills, detail and goal oriented, collaborate effectively with cross-functional teams, with a customer-centric mindset
Preferred Qualifications:
- Strong problem solving & critical thinking skills, able to be fluid and adaptable to changing priorities and needs, fostering teamwork & collaboration.
- Demonstrated ability to build relationships supported by strong negotiation skills to resolve difficult issues and inspire change within and across functional departments
- High level of attention to detail while running several work-streams; committed to process improvement, with effective time management & organizational skills.
- Experience working with large volumes of data using advanced functionality in Excel and/Or Google Sheets- must be able to create v-lookup, pivot tables, etc
- Solid understanding of transactional systems and processes. (SAP/Netsuite/Other ERP)
- Familiarity with supply chain, logistics and customer service processes
- Positive and enthusiastic attitude
- Ecommerce related experience such as is a plus
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
We are proud to be an equal opportunity workplace.
