Customer Service Reporting Analyst

Customer Experience Reporting Analyst

The Customer Experience Reporting Analyst will work under general supervision to streamline and improve processes and reporting. This role will focus heavily on the analytical tasks which will include but may not be limited to requirements gathering, data mapping/modeling, and report creation. The Analyst is also responsible for Point of Sale (POS) reporting.

Responsibilities

• Works with the Customer Service Operations Leader to ensure that systems such as Salesforce and Oracle can perform the necessary functions.
• Loads and maintains large amounts of data and customer-specific data into Salesforce and Oracle with consistency and accuracy.
• Develop an understanding of the key business processes and interactions with Oracle, Salesforce & Varicent. Ability to research POS questions and work with Sales Admin for correction, additions/updates or correspondence.
• Works with the Customer Service Operations Leader and the Business Units to proactively manage all new pricing opportunities in real time.
• Works with internal associates to manage pricing for various promotions.
• Acts as primary contact for POS Commissions and conducts all POS reporting for the organization. This will require an understanding of Agent contracts, commissions as they relate to each Business Unit within the AFL organization.
• Additional Pricing or POS analytical responsibilities as they are identified.
• Support Sales and Market team data analysis in support of key customers and distributors.
• Adheres to and promotes the environmental, health & safety policies of AFL.

Personal Qualities

• Detail-oriented approach to important tasks; works with a high level of accuracy.
• Ability to logically solve complex multi-step process problems.
• Interpersonal skills - ability to work across multiple teams to accomplish goals and objectives.
• Ability to work independently; strong motivation and initiative to identify and do what needs to be done.
• Analytical thinker.
• Time-management - completes projects within specified requirements.

Qualifications

• Bachelor’s Degree preferred.
• Previous experience working with Business Intelligence tools, SQL, Excel, PowerPoint, Word, Access, Oracle, Salesforce, Outlook or other Business Reporting tools is desired.
• Responds well to direction and prioritization from others.
• Familiarity with Agent contracts and commissions, is preferred.
• Experience with multiple platforms: Oracle, Salesforce, Excel, and Access, preferred.
• Work experience in a manufacturing or office environment is desired.