Customer Service Excellence Analyst

Customer Service Excellence Analyst

Customer Service Excellence Analyst

COMPANYBACKGROUND
IMCD US is a leading global distribution partner and formulator ofspecialty chemicals and ingredients. An entrepreneurial group founded IMCD in1995 in the Netherlands. Our vision to transform the distribution industry bycontinuously adding value to the supply chain through expertise and innovationis what still drives us today.

Today we have operations in over 50 countries where we successfullycombine local knowledge with global expertise to obtain sustainable is a strong innovative business partner and accelerator of solutions forsuppliers and producers of consumer industrial and durable goods in diversebusiness sectors. Our commercial excellence and solid operations structurefacilitate healthy growth.

TheCustomerServiceExcellence Analyst an individualcontributor responsible for leading continuous improvement efforts and shapingthe continuous improvement strategy across all Customer Service US. Drivinginitiatives for Customer Service Excellence while also supporting OperationsExcellence in projects that help improve performance. Conductsmeasuresand evaluatesthe effectiveness of training programs for achieving andmaintaining compliance. The incumbent will be a key individual to ensurecompliance with the Customer Service Policy.

Successful candidates will be responsibleto:
Provide training to all customer service new hires and support successful onboarding
Assessesemployee performance during training and thereafter to provide relevant coaching and developmentand ultimately to provide performance feedback to managers of employees
Partnerswithmanagementon curriculumneeds for continuous improvement
Partner with management on new ideas and projects to improve and standardize operational performance
Responsible forimplementation 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
Worksclosely withmanagementto assess performance gaps and key drivers and recommends training solutions and other related strategies for enhancingbest practices
Collaborates withmanagementto 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; measuresandevaluatesthe effectiveness of training in achieving desired outcomes
Keepsabreast of current learning and performance strategies delivery methods and techniques
Facilitatestrainingand 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 mannerat 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 effectivelymanagingmultiple projectsand meeting target deadlines
Ability to show judgment and initiative and to accomplish job duties
Collaboratesand coordinatesactivities with management with team and across the function(s)

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

Desired Qualifications:
Bachelors 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

SupervisoryResponsibility:
Thisposition has supervisory responsibility during new hire training program.

WorkEnvironment
This jobcurrently operates on a hybrid schedule rotating between in-office and remotework environments. This role routinely uses standard office equipment.

PositionType/Expected Hours of Work
This is afull-time position and the hours of work and days are Monday through Fridayfrom 8 a.m. to 5 p.m. unless otherwise directed. Additional hours may berequired as needed.

Travel
Some travelis expected for this position.

Other Duties
Please notethis job description is not designed to cover or contain a comprehensivelisting of activities duties or responsibilities that are required of theemployee for this job. Duties responsibilities and activities may change atany time with or without notice.

IMCD Offers
Ifyou want to make a real difference and work for a growing and expertise-drivencompany then wed love to hear from looking for people who areexperts in their field be it technical commercial or managerial. By joiningIMCD youll be part of an entrepreneurial fast-growing group of ambitious andlike-minded professionals where youll have the freedom to make your own rooted in chemistry and specialty ingredients yet operate like aprofessional services firm. As a truly international company we have a presencein cities including Singapore Melbourne Milan Cologne Paris Zurich LosAngeles São Paulo and Toronto. Our Group Office is in Rotterdam theNetherlands and our shares are traded on the Amsterdam Euronext market wherewe are part of the large cap AEX index.A successful candidates actual compensation will be determined after considering factors such as work history experience skill set and education. This does not include the value of IMCDs benefits package which offers bonus eligibility healthcare dental vision retirement plans and additional programs designed to support employee well-being.

Required Experience:

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