Data Analyst - Customer Service

POSITION PURPOSE: Provide support for teams that make up the Global Customer Operations teams. Responsible for providing business intelligence through data analysis and documenting current administrative process flows.

• Leads the delivery and communication of Daily, Month-End, Quarterly and Annual reports to Senior Leadership quantifying order quantity, transaction quantity, order forecast expectations and forecast error rate, channel trends and year over year gross revenue comparisons
• Daily/Weekly meetings with Managers to examine report findings, identify trends and discuss solutions as it pertains to on time delivery, orders not executing or identifying plant misalignments
• Provides Senior leadership with visibility on plant production such as goals vs actual production analysis by date cadence and product line
• Weekly analytics meeting with Senior Director of Data Structure to assist and contribute to organizing and indexing reports across the various business units, identifying long term visualization tool solutions and engage in discussions with other team members on 90 Day Reporting and Analytics plan.
• Undertake channel analysis/modeling, various KPI/SLA metric reporting, and operational support related to the strategy implemented by Senior Leadership
• Collaborate with DMO team to onboard new customers into various systems such as SAP, Salesforce, Access Account Assignments and Customer Intelligence Database
• Collaborating with SFDC Admin/Project Manager and business users to define business requirements, generate process flows and document Salesforce Project Charters
• Lead efforts with IT department to update / implement data models as it pertains to Global Customer Operations
• Determine workload point of origination and path to appropriate functional area for execution
• Develop consistent reporting practices by collaborating with various business units and shared service areas, assisting with current state evaluation, needs analysis and recommending opportunities for improvement across various functions thru data analysis
• Engage in discussion with Senior Leadership and Management to proactively identify areas of concern and possible solutions
• Develops reports, dashboards and business intelligence through office applications
• Simplify and standardize modes of reporting data and information
• Proactively gather feedback from end users, document processes and monitoring proper usage of systems
• Audits various order entry points to ensure accuracy of data entry

• Analyze team's activity regarding daily workload

• Generate weekly, monthly and annual reports with channel trends past and present

• Assembles data from various sources in order to produce Business Intelligence
• Assist with collecting, organizing, and reporting of internal KPI's

• Organize, prepare, and facilitate training for existing/new users on how to utilize Salesforce, Tableau or other analytical platforms to manage workload and customer communication
• Work with business stakeholders and cross-functional team members to identify and document current state and future state (as is and to be) business process maps

• Work with existing leadership to interpret, analyze and present project status
• Carries a forward thinking and cross-functional mindset on all tasks delegated
• Other duties as assigned by leadership

• Bachelor's Degree in Business/Supply Chain or combination of Associate's Degree in Business and 5 plus years of Sales or Customer Service experience
• Tableau Desktop Specialist Certification preferred

• Basic knowledge of SQL

• Highly proficient with Excel (Complex Formula's, VLOOKUP's, Pivot Tables, etc.)
• Proficient with Microsoft Access (create databases, tables, queries, etc.)
• Proficient with Microsoft Visio (Building Process Maps)
• Proficient with Microsoft Power point (Creating Templates, Building Presentations)
• Proficient with Cisco Finesse preferred
• Must have working knowledge of Salesforce, building reports and dashboards
• General understanding of SAP with utilizing Transaction Codes to extract data

• Must possess at least 2-4 years of Business Intelligence or reporting experience
• Strong analytical skills and comfortable working with large data sets
• Proficient with data visualizations and tools, 2 plus years preferred

• Excellent communication skills, oral and written
• Excellent time/project management and prioritization skills

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid long-term care coverage
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World's brands include a full line of PEAK Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF Diesel Exhaust Fluid and Equipment; FINAL CHARGE PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge SCA Precharged Heavy Duty Coolant and Thermal Charge Heat Transfer Fluid.