Customer Service Analyst

Customer Service Analyst

The Customer Service Analyst is responsible for CS data analytics used to support and execute on team strategies, customer forecasts and usage, programs and buying trends. Preparing KPI's, PPT presentations and various reports which will assist in identifying risks and opportunities to the business.

What You Will Do:

• Provide customer analytics on revenue performance to budget/forecasts and program revenue to CSM to assist in adjusting revenue strategies for team sales growth.
• Report and recommend strategies on Profitability files and ensure details are provided to CSM and Metro - Urban Specialist (as applicable) for review. IE: Kinetik/alternate opportunities by customer.
• Provide reports to identify cross reference opportunities for execution with CS team based on customer strategy.
• Provide reports to identify Kinetik, Alternate and SVP opportunities and share with team to execute on customer strategy.
• Provide analytics to CSD for regular meetings with the team TSR to establish and maintain an effective customer strategy and visiting schedules.
• Create and update customer scorecard data templates along with the creation of additional KPI's beneficial to the team to better understand customer behaviors and philosophies also in preparation for customer visits.
• Update all data on weekly revenue information and quarterly reporting requirements for presentation.
• Provide weekly/monthly reports for teams to review and evaluate contract/quote awards and losses to CSM and Metro/ Urban Specialist
• Provide analytics with recommendations to CS team (Manager/CSR & Contract/Metro/Urban Specialists) in determining contract performance for sell through, margins and supersessions.
• Develop requested KPI data and reports for the customer teams.
• Develop and create Customer Presentations as required for customer meetings and customer visits, including New Customer Presentations, Parts Provisioning, Scorecards.
• Provide CSM and Metro/Urban specialists with monthly high-level RMA report with summary on RMA's under $500 (e.g. order being split, courtesy return with no restocking fees).
• Participate in rotation of various reporting duties within Analyst group.
• Meet with Analyst group on Monthly basis to ensure common activities are monitored and maintained as well as sharing of information for unique reporting/tasks by team segment for awareness.
• Support teams in major projects or programs as needed.

What You Need To Be Successful:

• Post-secondary education or equivalent experience.
• Previous industry knowledge, basic knowledge of transit vehicles and systems.
• Microsoft Office including Excel.
• Analytical skills.
• Excellent communication and organizational skills.
• Ability to travel up to 5%.