Customer Insights Analyst chez Cleaver-Brooks

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Cleaver Brooks is looking for a Customer Insights Analyst to join our team in Thomasville, GA. The Customer Insights Analyst is responsible for collecting and correlating data from Power Up, IFS, CRM and other sources as required to create analytics that provide insight into team performance, product and production KPI’s, and customer experience. Use warranty data to create reports and analytics to identify warranty and quality risk.  Prepare reports and Power Point presentations to review collected data with the Customer Care and Executive teams. and assist in root cause evaluation.  Clarifies incorrect and/or missing information as needed. 

Job Location: Thomasville, GA

Essential functions:

• Collect data from various sources, including databases, spreadsheets, and CRM database. 
• Publish weekly and monthly dashboards.
• Process and cleans data by handling missing values, correcting errors, and removing inconsistencies to ensure accuracy. 
• Apply statistical tools, techniques, and programming languages to analyze datasets and uncover insights, patterns, and trends. 
• Develop charts, graphs, and dashboards using various software tools to communicate findings clearly. 
• Prepares and presents reports to Customer Care Management Teams, to be used to solve business problems and improve outcomes. 

Key Skills: 

• Analytical & Problem-Solving: Strong ability to understand data, identify issues, and formulate solutions. 
• Technical Skills: Proficiency in tools and languages such as SQL, Excel, Tableau, AI, and Power BI. 
• Data Visualization: Skill in creating clear and compelling visuals to present data insights.
• Understand statistical methods to interpret data effectively. 
• Ability to translate complex data into understandable information for Customer Care and executive management team. 
• Assist in Identifying areas of opportunity for efficiency and performance optimization.
• Enhancing Customer Experience by polling the customer base and using data to identify customer pinch points and improve customer satisfaction. 
• Providing data-driven insights to the quality department for product improvement and assist the Customer Care Department in strategic planning.   

Other Duties:

Internal Contacts: Extensive contact with internal sales staff, customers, and vendors.

External Contacts: Extensive contact with external sales staff, customers, and vendors.

Basic Requirements:

Education:

• BS degree in business, statistics, or related analytics field, Green Belt certification a plus.

Experience:

• Minimum of 1 year in customer service, quality, or related field, must have exceptional skills using excel or similar analytic software. 

Physical Skill & Effort: Work requires regular speed and accuracy operating office equipment.  Exceptional communication skills both verbal and written.   Work requires a minimum active physical exertion.

Working Conditions and Hazards: Normal plant, shop, field, or office conditions. From time to time, slightly disagreeable features.  Negligible/little or no exposure.

Benefits of Being a Cleaver-Brooks Employee:

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

Who is Cleaver-Brooks:

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network’s ability to deliver the knowledge, service, training, and support that are essential to long-term performance. Our customers will tell you that we are the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They will also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe, and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues a 90+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.

This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgement, to be proper.

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