Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Analyst responsible for data management and process optimization in customer service. Seeking a proactive individual to enhance customer experience through data analysis and continuous improvement.
Responsibilities
- Monitor, analyze, and report Customer Service KPIs (OTD, Fill Rate, Past Due), proposing actions to improve company performance;
- Identify continuous improvement opportunities in service processes, implementing solutions that increase operational efficiency;
- Develop and automate reports in Excel, Power BI, and other analytics tools;
- Create and maintain VBA macros to streamline repetitive tasks;
- Support the service team with data and insights that promote a consistent, high-quality customer experience;
- Participate in projects focused on digital transformation of the Customer Service area;
- Collaborate with internal teams (sales, logistics, finance, planning, etc.) to ensure continuous, high-quality service;
- Perform order book reviews with a focus on invoicing/revenue.
Requirements
- Bachelor's degree in Business Administration, Engineering, Statistics, Economics, Systems (Computer Science/Information Systems) or related fields;
- Advanced Excel (including VBA);
- Intermediate to advanced knowledge of Power BI or similar Business Intelligence tools;
- Intermediate to advanced English (for occasional meetings);
- Previous experience with customer service metrics, performance analysis, and process improvement;
- Prior experience in Customer Service operations;
- Analytical, organized, results-oriented profile, with empathy and a strong customer experience focus.
Benefits
- Medical insurance
- Dental insurance
- Meal allowance and on-site meals
- Life insurance
- Transportation allowance
- Partnerships with educational institutions
- Wellhub
- OPTUM support and care program (legal, financial, psychological, and social assistance)
- Bridge days for national holidays
- Employee discounts on products
- Profit sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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