Customer Service Analytics

This position reports to the Sr. Manager, Customer Service and Sales Support. The Customer Service Analytics role analyzes the customer service department's operations and provides recommendations on ways to improve productivity and customer satisfaction levels. Using various data such as customer satisfaction reports, surveys and complaint logs, the Customer Service Analyst is able to develop strategies and techniques to enhance the department's effectiveness. This person will perform analysis of Customer Service work flows and processes within the department. He/she will provide daily, weekly, monthly and as needed reports for the department and for departments outside of Customer Service. This position will be involved in developing process improvements and leading special projects for all of the Customer Service functions. This position works very closely with the Sr. Manager to ensure the department's stated goals are achieved. The individual in this position will be trained and experienced in the support of all Bard Medical products and processes. The duties of this position will adjust to the needs of the business as it grows. Essential Job Functions: Provides daily, weekly, and monthly department operating reports. Works with members of the Customer Service Leadership Team to streamline and enhance reporting and metrics to achieve the department's efficiency and effectiveness goals. Must know how to conduct research as well as analyze the results, translate the findings, and provide reports and presentations for management. Provides requested reports as needed for other departments and divisions. Leads department projects. Manages the training process of new employees and ongoing management of the training function within the department. Maintains records and matrix of required training within all of Customer Service. Master Control Super User. Track Wise Super User. com Administrator Manages the department SOP and work instruction management process. Provides Customer Service & Sales Support functional representation to all R&D project teams and manages new product launch support within the department. Customer Service Process map owner. Continuous improvement leader. Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities. Meets deadlines to ensure goals are achieved. Adheres to and ensures compliance with C. R. Bard, Inc., guidelines, protocols, and policies. Meetingjobs.com. Keywords: Membership Director, Location: Jacksonville, FL - 32221