Customer Service Account Analyst

Job Description:

Position SummaryThe primary function of this position is to ensure the accuracy and efficiency of customer account data within Microsoft Dynamics and SAP. Key responsibilities include identifying and correcting inaccuracies, pinpointing inefficiencies in data processes, and collaborating with the Dynamics team to create views and filters for detecting inaccurate account data. Additionally, the role involves developing countermeasures to prevent future data issues, managing customer issues related to Ecommerce purchases, and serving as a resource for customer account inquiries through Technical Support and Customer Service. This position also supports the optimization of online sales channels, aiming to enhance the customer experience and drive sales growth.
 Essential Duties and Responsibilities
 

• Address inaccuracies in customer account data within Microsoft Dynamics and SAP: Regularly review and update customer account information to ensure accuracy and consistency across both platforms. This includes correcting any discrepancies and maintaining up-to-date records.

• Identify and resolve inefficiencies in data accuracy processes: Analyze current data management processes to pinpoint areas of inefficiency or potential error. Propose and implement improvements to streamline workflows and enhance data accuracy.

• Collaborate with the Dynamics team to design views and filters for spotting inaccurate data: Work closely with the Dynamics team to develop customized views and filters that help identify and flag inaccurate or inconsistent account data.

• Implement solutions to prevent future data issues: Develop and deploy proactive measures to mitigate the risk of future data inaccuracies. This may include creating automated checks, establishing best practices, and providing training to team members on data management protocols.

• Handle customer issues related to Ecommerce purchases: Assist customers with any issues or concerns they encounter during the Ecommerce purchasing process.

• Support customer account inquiries through Technical Support and Customer Service: Act as a knowledgeable resource for customer account-related questions. Provide assistance and guidance to customers via Technical Support and Customer Service channels, ensuring their inquiries are addressed promptly and accurately.

Job Requirements:

Qualifications

• Excellent Communication Skills: Proficient in both written and verbal communication. Ability to engage customers and team members effectively.
   
• Analytical Skills: Strong problem-solving and decision-making skills with the ability to interpret sales data and identify trends.
• Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers.
   
• Technical Proficiency: Familiarity with e-commerce platforms, CRM systems, and data analysis tools. Proficient in MS Word and Excel.
   
• Attention to Detail: Excellence in accuracy and attention to detail.
• Team Collaboration: Ability to work closely with other departments and peers in a professional and respectful manner.
   
• Results Orientation: Must deliver results and meet organizational goals.
   
• Cultural Awareness: Understands and can empathize with differences in people and cultures. Respects different value sets.

Minimum Requirements

• Education: HS Diploma or equivalent.
• Experience: 1-3 years' experience in a customer service-related field.
   

Preferred Requirements

• Education: Associate degree.
   

Experience: 2+ years of contact center experience. Experience with Customer Relationship Management Systems (CRM) and utilizing SAPPersonal Trait Profile

• Customer Focused: Dedicated to meeting the expectations and requirements of internal and external customers.
   
• Communication: Must be able to effectively communicate in both written and verbal forms.
   
• Soft Skills: Ability to engage customers verbally in a highly professional manner.
   
• Positive Approach: Does what it takes to successfully accomplish goals.
   
• Cooperative: Willing to do what is asked or required.
   
• Teamwork: Must be willing and able to work closely with other departments and peers in a professional and respectful manner.
   
• Ability to Influence Others: Must be able to inform, convince, and persuade others to act on key initiatives.
   
• Results Orientation: Must deliver results.
   
• Decision Quality: Makes good decisions based on a mixture of analysis, wisdom, experience, and judgment.
   
• Confident Problem-Solver: Ability to react accurately, quickly, and effectively to overcome obstacles to providing world-class customer service. Uses logic and methods to solve difficult problems with effective solutions.
   
• Cultural Awareness: Understands and can empathize with differences in people and cultures. Respects different value sets.

Operating Company:

DEXIS

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