Customer Experience Data & Systems Specialist

Binks US LLC; Shoreview (MN); Sur place; USD 30 000 - 44 000; Plein temps

Résumé du poste

Binks US LLC in Shoreview, MN is seeking a Customer Service II Specialist to analyze data, optimize service processes, and support ERP/CRM systems. You will work across Customer Service, Sales, Supply Chain, and IT to translate insights into measurable improvements.

The role emphasizes data-driven decision making, dashboarding, and process automation, with responsibilities spanning onboarding, compliance monitoring, and backup coverage during peak periods.

Qualifications

• 1-3+ years of experience in a customer operations, business systems, business analysis, or supply chain support role.
• Hands-on proficiency with ERP, CRM, ticket management/helpdesk systems, and customer portals (e.g., Epicor, Navision, Dynamics, Freshdesk, Zendesk, Salesforce, Power BI, Excel).
• Strong analytical skills and ability to translate data into practical business recommendations.
• Knowledge of Lean/Six Sigma or continuous improvement methodologies.
• Understanding of supply chain and retail compliance requirements is a plus.
• Excellent organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment.
• Strong communication skills, with the ability to present data-driven insights clearly to both technical and non-technical audiences.

Responsabilités

• Analyze customer service, order, and fulfillment data to identify trends, root causes, and opportunities for improvement.
• Build reports and dashboards to track KPIs such as order accuracy, on-time delivery, ticket resolution times, and customer satisfaction.
• Translate data insights into clear, actionable business recommendations for Customer Service leadership and cross-functional partners.
• Lead and support process improvement initiatives, mapping current-state workflows and designing more efficient future-state processes enabled by technology.
• Serve as a key business systems resource for the Customer Service team, partnering with IT to configure, optimize, and enhance ERP, CRM, ticket management, and customer portal platforms.
• Administer and continuously improve the ticket management system, including workflow rules, escalation paths, and reporting.
• Manage and enhance the customer portal experience, ensuring customers can self-serve for order status, account information, and support requests.
• Evaluate and recommend new process technology and system enhancements that improve operational efficiency and the customer experience.
• Monitor supply chain and retail compliance requirements (e.g., routing guides, EDI, vendor scorecards) and work cross-functionally to resolve gaps.
• Support customer onboarding and implementation by coordinating account setup, system and portal configuration, and process documentation for new and existing accounts.
• Conduct root-cause analysis on recurring issues and drive corrective actions with internal stakeholders.
• Maintain accurate documentation of processes, SOPs, and system/portal workflows.
• Present findings, trends, and recommendations to leadership through regular reporting and business reviews.
• Act as a backup to the Customer Service team during periods of high customer contact volume.

Connaissances

Analytical skills

Communication

Organization

Cross-functional collaboration

Problem solving

Formation

Associate or bachelor's degree preferred

Outils

Epicor

Navision

Dynamics

Freshdesk

Zendesk

Salesforce

Power BI

Excel

Power Automate

Description du poste

Binks US LLC in Shoreview, MN is seeking a Customer Service II Specialist to analyze data, optimize service processes, and support ERP/CRM systems. You will work across Customer Service, Sales, Supply Chain, and IT to translate insights into measurable improvements.

The role emphasizes data-driven decision making, dashboarding, and process automation, with responsibilities spanning onboarding, compliance monitoring, and backup coverage during peak periods.