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Customer Service Excellence Analyst

Customer Service Excellence Analyst

COMPANY BACKGROUND
IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. An entrepreneurial group founded IMCD in 1995 in the Netherlands. Our vision to transform the distribution industry by continuously adding value to the supply chain through expertise and innovation, is what still drives us today.

Today, we have operations in over 50 countries, where we successfully combine local knowledge with global expertise to obtain sustainable results. IMCD is a strong, innovative business partner and accelerator of solutions for suppliers and producers of consumer, industrial and durable goods in diverse business sectors. Our commercial excellence and solid operations structure facilitate healthy growth.

The Customer Service Excellence Analyst an individual contributor responsible for leading continuous improvement efforts and shaping the continuous improvement strategy across all Customer Service US. Driving initiatives for Customer Service Excellence while also supporting Operations Excellence in projects that help improve performance. Conducts, measures, and evaluates the effectiveness of training programs for achieving and maintaining compliance. The incumbent will be a key individual to ensure compliance with the Customer Service Policy.

Successful candidates will be responsible to:
Provide training to all customer service new hires and support successful onboarding
Assesses employee performance during training, and thereafter, to provide relevant coaching and development and ultimately to provide performance feedback to managers of employees
Partners with management on curriculum needs, for continuous improvement
Partner with management on new ideas and projects to improve and standardize operational performance
Responsible for implementation of Customer Service Excellence initiatives such as: Process improvements, Standard Operating Procedures, Playbook revisions, NCR Process Management
Collaborates with Americas Excellence on application improvement projects to increase efficiencies
Works closely with management to assess performance gaps and key drivers and recommends training solutions and other related strategies for enhancing best practices
Collaborates with management to define business and performance objectives for all relevant training initiatives
Provides coverage to customer service when needed to support team and limit disruptions to customers and commercial team members
Develops, defines success metrics; measures and evaluates the effectiveness of training in achieving desired outcomes
Keeps abreast of current learning and performance strategies, delivery methods, and techniques
Facilitates training and evaluates impact of training on Customer Service effectiveness
Focus on improvement strategies and plans to maximize productivity

Skills:
Ability to communicate orally and in writing in a clear and straightforward manner at all levels
Ability to maintain confidentiality of information
Ability to make decisions and solve problems while working under pressure
Ability to operate personal computers, spreadsheet application, database, windows, video creation technology, other technology
Ability to prioritize/organize effectively, managing multiple projects and meeting target deadlines
Ability to show judgment and initiative and to accomplish job duties
Collaborates and coordinates activities with management, with team, and across the function(s)

Required Qualifications:
Associate’s degree or 5 years equivalent customer service experience
Training experience
Proven track record of delivering excellent customer experience

Desired Qualifications:
Bachelor’s degree in business management or education
Experience writing standard operating procedures (SOP)
Project management experience

Competencies:
Business Acumen
Problem Solving/Analysis
Customer/Client Focus
Communication Proficienc
Teamwork Orientation

Supervisory Responsibility:
This position has supervisory responsibility during new hire training program.

Work Environment
This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work
This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Travel
Some travel is expected for this position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers
If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark. We’re rooted in chemistry and specialty ingredients – yet operate like a professional services firm. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.