Sales & Service Operations Analyst

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

Job summary

A global technology company located in Toronto is looking for a Sales and Service Operations Analyst. This role involves driving profitable growth through data analysis, reporting, and supporting sales operations. Candidates should have a Bachelor's degree and substantial experience in a customer service environment, alongside proficiency in Power BI and SQL. The company offers comprehensive benefits including medical, vision, and dental coverage.

Benefits

Medical

Vision

Dental

Employee Assistance Programs

Paid time off

Qualifications

• 5+ years of experience in Sales Distribution / Customer Service environment.
• 3+ years of Power BI experience and ownership of the full process.
• Understanding of a Customer Service environment.

Responsibilities

• Provide strategic insights and drive profitable growth with timely delivery of data.
• Analyze and report on Service, Customer Care and Sales activities.
• Develop presentations analyzing sales and marketing activities.

Skills

Data analysis

Power BI

SQL

Microsoft Excel

Education

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

Tools

BW

SAP

Business Objects

Job description

Overview

About Us

ZEISS has a long history of innovation and a diverse portfolio across Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and more than 4,000 in the US and Canada. Location: 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 newly created role supports sales planning, analysis and strategic development, helping establish / streamline policies and procedures, support best practices in forecasting and reporting, and drive productivity improvements.

Here’s what you’ll do :

• Provide strategic insights and drive profitable growth with timely delivery, integrity and analysis of data.
• Analyze and report on Service, Customer Care and Sales activities, leveraging global to local data and driving KPI improvements.
• Monitor KPI performance and provide insights for metrics such as Net Promoter Score (NPS), Mean Time To Repair (MTTR), First Time Fix Rate (FTFR), Productive Hours / FSE / Month, Installed Base 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 for Management teams.
• Summarize performance against sales objectives for Management review and report approved plans to Finance.
• Analyze win-loss data and report key findings to sales leadership.
• Consult with stakeholders to ensure clear understanding of reporting needs; translate requests into actionable data delivery.
• Conduct regular meetings with key report users to review reports, assess gaps, and identify data issues and improvement areas.
• Develop presentations analyzing sales and marketing activities from CRM applications.
• Provide reporting and analysis for departments including campaign tracking, KPIs, and ad hoc strategic analysis.
• Implement and manage reports and dashboards so sales/service reps and leaders have access to key data.
• Monitor accuracy and distribution of reports and external intelligence.
• Recommend revisions to existing reports or assist in developing new reporting tools as needed.
• Compile statistical data and write reports summarizing findings from root cause analysis to improve quality and operational effectiveness.
• Identify and report performance trends and opportunities for improvement; monitor unusual occurrences and provide follow-up procedures with monthly / year-to-date / year-over-year comparisons.

Do you qualify?

• Bachelor’s Degree in Business, Commerce or Accounting / Finance is preferred.
• 5+ years of experience in Sales Distribution / Customer Service environment.
• 3+ years of Power BI (or equivalent) experience and ownership of the full process from executive interaction to developing reports.
• Experience designing and developing Data Analytics solutions in a project-oriented environment.
• Understanding of a Customer Service environment; Call Center, Field Service, Customer training and Contract Sales.
• Proficiency in SQL including editors, stored procedures, and optimizing statements.
• Technical aptitude with reporting tools such as BW, SAP / CRM, and Business Objects.
• Microsoft Excel proficiency for data manipulation, analysis, and charting.
• Ability to assess downstream effects of process changes and provide recommendations.

We offer amazing benefits to support you as an employee at ZEISS:

• Medical
• Vision
• Dental
• 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 provide barrier-free and accessible employment practices and will accommodate as needed during the recruitment process.

We are located in Toronto, Canada.