Contractors’ Warehouse —
Analyst, PRO eProcurement & Integrations Support

Position Purpose:

The Customer Experience Analyst evaluates our program's processes to ensure we are providing an exceptional experience, while also operating within the business standards. The ideal candidate must be self-directed and possess an analytical mindset. The Customer Experience Analyst functions as an expert in our program's policies, systems, and processes so they are able to accurately assess customer interactions and provide valuable insight to the business on performance, trends and best practices. 

Key Responsibilities:

• 30% Business Acumen: Subject matter expert for assigned product category online. Learn and report on best practices, industry standards, and legal requirements associated with assigned projects.
• 30% Data Analysis: Measure ongoing effectiveness of programs against metric targets. Develop and execute ongoing enhancement/optimization strategy based on measured performance and customer feedback. Trouble shoot and problem solve for ongoing operational needs as they arise
• 25% Project Management: Responsible for category product data projects and status reporting SKU collection and maintenance, product cross merchandising online, product presentation, etc. Responsible for prioritizing projects, tasks to ensure deliverables and goals are met or exceeded. Coordinate integrated teams from one or more external agencies or functional organizations supporting managed initiatives.
• 15% Effective Communication: Ability to author clear, concise end user/training materials for processes, build presentations and deliver to a wide variety of stakeholders.

Direct Manager/Direct Reports:

• This position reports to the Manager or Senior Manager.
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Bachelor's degree preferred
• 3+ years of previous work related experience preferred
• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to develop and apply advanced mathematical/statistical techniques
• Ability to draw accurate conclusions from financial documentation
• Demonstrated project management skills
• Excellent written and verbal communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 0

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Drives Results: Consistently achieving results, even under tough circumstances