Sales & Service Operations Analyst

ZEISS Group; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global technology company in Toronto is seeking a Sales and Service Operations Analyst. In this role, you will provide strategic insights and reporting to support sales growth and service optimization. The ideal candidate has over 5 years in a sales or customer service environment and strong skills in data analysis and reporting using Power BI. This position offers a comprehensive benefits package and an inclusive work environment.

Benefits

Medical

Vision

Dental

Paid time off

Employee Assistance Programs

Qualifications

• 5+ years of working experience in Sales Distribution/Customer Service environment.
• 3+ years of Power BI experience, owning the entire reporting process.
• Proficiency in SQL, including stored procedures and optimization.

Responsibilities

• Analyze and report on Service, Customer Care, and Sales activities.
• Provide strategic insights and drive profitable growth.
• Develop and manage reports and dashboards for key metrics.

Skills

Data analysis

Reporting

Power BI

SQL proficiency

Microsoft Excel

Education

Bachelor’s Degree in Business, Commerce or Accounting/Finance

Tools

Power BI

SAP/CRM

Business Objects

Job description

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in Toronto, Canada.

What’s the role?

To help drive profitable growth, we are looking for a Sales and Service Operations Analyst with a passion for analytics, insights, reporting and supporting a high performing sales and service organization. This role has a varied scope of responsibility.

The Analyst will work with the President, Sales and Service Management Teams to support sales planning, analysis and strategic development. In this newly created role, the team will look to the Analyst to help establish/streamline policies and procedures throughout the departments, support best practices in sales and service forecasting, reporting, communications and drive productivity improvements.

Sound Interesting?

Here’s what you’ll do:

• Provide strategic insights and drive profitable growth with timely delivery, integrity and analysis of data.
• Analysis and reporting of Service, Customer Care and Sales activities, leveraging global to local data and driving improvements in KPIs
• KPI Performance analysis and insights include:Net Promoter Score (NPS), Mean Time To Repair (MTTR), First Time Fix Rate (FTFR), Productive Hours/FSE/Month), Installed Base Audits (data completeness and data quality), Sales Forecast, SAP CRM Funnel Management, Lead Management, BICC, BW reporting
• Data analysis, reporting, market research, competitive analysis, planning, and sales process optimization.
• Create and provide daily/weekly/monthly/quarterly/annual reports to support teams
• Track and analyze key metrics – pipeline growth, quota attainment.
• Collect, consolidate and generate sales and service forecasts to Management teams
• Compile key pieces of information related to performance against sales objectives to be reviewed by Management and report approved plans to Finance for processing.
• Proactively analyzes win-loss data and reports on key findings to sales leadership.
• Consult with stakeholders to ensure clear understanding of reporting needs. Translate requests to ensure delivery of actionable, relevant data.
• Conduct regular meetings with key report users to review existing reports, business needs, assess gaps, identify data issues, and areas for improvement.
• Develop presentations that analyze sales and marketing activities and achievements from CRM applications.
• Reporting and analysis for the departments, including: reporting of sales and marketing results, key metrics and KPIs, campaign tracking and analysis, and ad hoc strategic analysis.
• Implements and manage reports and dashboards ensuring sales/service reps and leaders have access to key data required to successfully manage the business.
• Monitors the accuracy and efficient distribution of reports and external intelligence essential to the teams
• Recommends revisions to existing reports or assists in the development of new reporting tools as needed.
• Compile statistical data and write narrative reports summarizing findings resulting from root cause analysis and corrective actions addressing systemic performance issues to improve quality, operational effectiveness, handle times and overall efficiency across all metrics.
• Identify and report performance trends and opportunities for improvement and monitor unusual occurrences, report follow-up procedures, and report monthly and year-to-date and year-over-year comparisons.

Do you qualify?

• Bachelor’s Degree in Business, Commerce or Accounting/Finance is preferred.
• 5+ years of working experience in Sales Distribution/Customer Service environment is strongly preferred
• 3+ years of Power BI (or equivalent) experience and own the entire process from upper management interaction to developing needed reports for various business lines/projects.
• Experience designing and developing Data Analytics solutions in a project-oriented environment
• A general understanding of a Customer Service environment; Call Center, Field Service, Customer training and Contract Sales
• Proficiency in SQL including the use of SQL editors, stored procedures, and optimizing SQL statements.
• Technical aptitude with reporting tools such as BW, SAP/CRM, Business objects.
• Microsoft Excel proficiency with experience using the application for data manipulation, analysis, and charting.
• Ability to determine downstream effects of process changes, and provide appropriate recommendations

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• RPP
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• The list goes on!

ZEISS is an Equal Opportunity Employer

Your ZEISS Recruiting Team:

Jo Anne Mittelman

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.