Position Summary:

The Customer Care Analyst I gather and analyze large volumes of data from multiple sources, including customer feedback, service interactions, and support tickets. They employ statistical methods and data analytics tools to identify patterns, trends, and areas for improvement.

Their responsibilities includes, but not limited to training , process improvements (analyzing data and working thru the process of identifying issues and applying countermeasures), workforce analytics (gathering data and looking at trends to describe current situation and offer a predictive resolution to foreseen issues), creation, maintenance and improvement of Customer Care (and related data) reports using different analytics tools such as ( but not limited to) Excel, Power BI, Power Apps, Co-Pilot, CRM, Cisco, Salesforce.

Major responsibilities:

· Perform analysis on Sales, Backlog, Past Due, Delivery, Cisco/Telephony set-ups and , Salesforce/CRM cases and orders and other Customer Care metrics in drilling down data to determine gaps in numbers and to

identify specific areas of opportunities that will ultimately be useful for the executive leaders to identify and implement action items for business improvements.

· Maintain Customer Service team’s CRM administrative and technical tasks such as creation and improvements of CRM/Salesforce dashboards and transaction forms, provision of CRM data and visualization, creation of logics within CRM, and general maintenance.

· Manage CS team’s telephony set-ups, call routing, monitoring and maintenance

· Create and modify training materials, work instructions, and SOPs for training, ISO compliance and implementation references.

· Analyze existing customer service processes and identify areas for improvement.

· Propose and implement process enhancements to increase CCA’s efficiency and customer satisfaction.

· Provide feedback to Customer Care leaders on customer care advocates’ performance based on data and present gaps in KPIs.

· Leads and liaises with different cross functional leaders and support teams to implement business tactical and strategic business plans by acquiring, reviewing, cleaning up, summarizing, visualizing data to be able to provide feedback to the leadership team on Customer Care opportunities, and recommendations to improve metrics and timeliness of initiatives’ implementation.

· Gathers and evaluates data from multiple sources of different business functions. Analyzes, reconciles and identifies measurable opportunities for improvement. Identifies and implements audit processes to ensure issues are identified, tracked, reported and resolved in a timely manner.

· Mines and analyzes data from company databases to drive optimization and improvement of Customer Care metrics and strategies.

· Develop processes and tools to monitor and analyze report/dashboard performance and data accuracy.

· Develops and maintains processes to continuously monitor data quality and integrity

· Evaluates the effectiveness and accuracy of new data sources and data gathering techniques.

· Creates and maintains training materials, work instructions, and SOPs for back-up purposes, ISO compliance and implementation references.

· Trains newer Analysts on current processes, provides report/dashboard walk throughs to Customer Care leaders, team members and other possible report stakeholders.

· Collaborates with both external and internal customers to analyze information needs and functional requirements. Partners with various managers to design optimal solutions that meet the business needs of our internal and external customers.

· Creates data analyses and visualizations mainly through Power BI, and Excel.

· Assists stakeholders with regular updates, changes and improvement requests.

· Troubleshoots Power BI desktop and Cloud related issues, reporting and coordinating with IT for non-controllable roadblocks

· Creates and maintains process documents

· Researches and studies new and applicable technology that will promote the team’s efficiency, accuracy, and growth

Job Related Experiences:

· At least 2-year experience as a data/reports analyst

· Must have significant experience in analyzing data using Excel

· Customer Service

Required Skills:

· High level of efficiency and accuracy

· Very good communication skills, verbal and written

· Self-starter and a strong team player

· Attention to details and ability to analyze large amount of data

· Well-developed analytical skills, articulate, innovative and confident

· Flexible, able to work on own initiative, deal with more than one project at a time, can work under pressure and tight deadlines, and prioritize tasks accordingly

· MS Office Applications - Advanced Excel

· Strong presentation skills

Preferred (Not required):

· Oracle System Knowledge

· CRM

· Power Apps

· Power Automate

· Power BI

· Co-Pilot

· Cisco- Finesse or Other Telephony Administration Tool

Travel: Not Required

Language: English

Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.