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Customer Service Analyst (Remote)

LOCATION: 

Charlotte, NC, US, 28208

REQ ID:  34042

Sealed Air is in business to protect, to solve critical packaging challenges and to leave our world better than we found it. Our portfolio of leading packaging solutions includes CRYOVAC® brand food packaging, SEALED AIR® brand protective packaging and BUBBLE WRAP® brand packaging, which collectively enable a safer, more efficient food supply chain and protect valuable goods shipped around the world. Sealed Air generated $4.9 billion in sales in 2020 and has approximately 16,500 employees who serve customers in 115 countries. To learn more, visit www.sealedair.com.

Job Description

 

The Customer Service Analyst will be responsible for maintaining and publishing existing reporting as well as designing, developing, and deploying new business analytics dashboards and reports using Microsoft Power BI, Excel, and other data analytics and visualization tools. They must develop a thorough understanding of the business to ensure interpretation of customer business needs at all levels of the organization and across all regions, to translate them into requirements and functional specifications. 

 

In addition, the individual in this role will also represent the Customer Service function globally for major IS support linked to voice tools, voice systems issues, and new voice system deployments or improvement initiatives. This includes call flow design and testing, establishing global guidelines and standards, and managing reporting of key metrics from the voice reporting software.

 

Global Reporting and Metrics

  • Maintain and publish existing global reports. Analyze trends and patterns and provide analytics commentary on key findings from these reports.
  • Enhance/improve current reports and create new executive dashboards, scorecards, and daily/weekly/monthly reports on the status of key business initiatives.
  • Troubleshoot and investigate data anomalies and issues and working with the business and IT to resolve data issues.
  • Report documentation and stakeholder training.

Global call management/VaaS systems lead for Customer Service

  • Liaison with IT for voice technology deployments and improvement initiatives
  • Create, manage, and maintain reporting of key metrics from the voice reporting tools.
  • Ad Hoc troubleshooting and technology support.
  • System documentation and stakeholder training.

Support for various special projects as need arises
 

Qualifications

 

  • Strong computer and data analytic skills, including SAP, Power BI/Tableau, advanced Excel, and the Microsoft suite of software
  • Proficient at reading, writing, and speaking English.
  • Experience pulling, joining, and profiling data, then building compelling visualizations and assisting stakeholders to interpret results. 
  • Data validation and expert attention to detail; has the ability and desire to find and resolve data inconsistencies
  • Thorough understanding of how to interpret customer business needs and translate them into requirements and functional specifications. 
  • Highly motivated to take the responsibility for BI solutions from conception through to successful delivery
  • Ability to communicate clearly and effectively in both written and verbal form with senior-level stakeholders. Must be able to build and maintain relationships and networks across all levels and departments in the organization.
  • Hunger and drive to continually develop and refine metric approaches, models and dashboards that provide deep business insight and improve business capabilities and performance.
  • Strong ability to prioritize tasks based on sense of urgency and greatest business needs with an emphasis on meeting deadlines.
  • Ability to read and understand call flow diagrams and call-center reporting/metrics
  • Bachelor’s degree or higher from an accredited institution in Business, Finance or Computer Science.
  • 3+ years relevant working experience in data science, business analytics, business intelligence
  • Power BI [Intermediate or Advanced]
  • Excel [Advanced]
  • O365 Platform, including Power Automate and SharePoint
  • CISCO CUIC, Jabber, IP Communicator, and associated tools
  • SAP ERP

 

#LI-SB1

Requisition id: 34042 

Relocation: No  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status.

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

  • Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
  • Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
  • Leaving our communities better than we found them through dedication of time, talent and resources.


Nearest Major Market: Charlotte

Job Segment: ERP, Developer, Computer Science, Supply, Customer Service, Technology, Operations

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