What are the responsibilities and job description for the Customer Experience Analyst position at Shaw Industries Group, Inc.?
Job Title
Customer Experience Analyst
Position Overview
Shaw Industries is seeking a Customer Experience Analyst. This position plays a key role is in customer satisfaction, retention, and loyalty. By managing customer interactions effectively and collaborating with internal teams, they contribute significantly to the overall success and growth for Shaw Industries Group, Inc. This role requires a proactive, customer-focused individual with strong analytical, communication, and collaboration skills.
Shaw Industries Group, Inc. is a wholly owned subsidiary of Berkshire Hathaway, and is a global leader in delivering carpet, hardwood, tile & stone, laminate, synthetic turf, and other specialty products to residential and commercial markets worldwide. We are committed to creating a better future for our customers, our people, our company, and our communities.
Responsibilities:
- Execute short and long-term CX strategies for Residential Customer Care in partnership with Residential leadership team. Create and implement programs that delight customers and accelerate customer growth and loyalty.
- Identify trends and opportunities with the customer experience in our day-to-day interactions with customers. Responsible for gaining market insights to uncover ways to meet the customer's needs for continuous improvement and customer experience satisfaction.
- Define and create a CX KPI (key performance indicators) scorecard for assigned division. Partner with Customer Care leadership to ensure associates are equipped to offer a great customer experience.
- Drive customer-centric decisions and work collaboratively across the organization to implement solutions that will achieve desired outcomes of a positive customer experience.
- Communicate actionable and meaningful insights internally and externally to drive awareness, alignment, and outcomes of assigned business units. Collaborate with leaders to create understanding to drive the right actions to improve the customer experience.
- Working with customer care, sales, and marketing leadership, to execute the overall CX strategy for residential customer care.
- Utilize and leverage all system resources to achieve the best solutions for our customers.
- Provide highly professional and responsive correspondence to our customers.
- Engage in a team-based, dynamic, and fast-paced environment that manages a high volume of customer requests.
- Build and maintain strong relationships at all levels with various stakeholders throughout the organization by being highly responsive, professional, inclusive, and collaborative.
- Maintain knowledge of Shaw Residential products in multiple categories
- Partner and gain full knowledge of the customer and sales region you will be managing.
- Must have an analytical skillset to provide deeper insights by retrieving data through utilizing visualization tools and creating reports that will support business needs.
Requirements:
- High school diploma
- 2 years' experience with a direct focus on customers and sales (corporate or textile environments preferred)
- Experience in gathering and interpreting data.
- Proficiency in operating platforms such as MS Office, CRM software, and survey platforms such as Qualtrics
- Experience using Salesforce & Tableau
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- Demonstrated ability to present to small and large audiences at all levels of the organization.
- Must have a customer-centric approach.
- An understanding of utilizing visualization tools.
- Minimal 5% travel required for office and customer visits.
Preferred:
- Preferred associate or bachelor's degree in marketing, communications, advertising, business management, or in a related field.
Competencies:
- Execute Action Plan
- Build Customer Satisfaction
- Learn Continuously
- Demonstrate Inclusive Leadership
- Build Trusting Relationships
Shaw benefits include:
- Medical, dental, vision insurance and Pet insurance
- Life insurance and disability coverage
- Tuition reimbursement
- Employee assistance program
- Health savings account
- Paid Time Off
- Parental Leave
- 401K and Retirement Plans
- Product discounts for employees
- Gym membership discounts
- Adoption assistance
- Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations)
- And much more.
Work Shift
8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM
Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
Customer Service Analyst
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