Senior Customer Experience Analyst Retail Solutions, Inc.
Retail Solutions develops and delivers a comprehensive suite of award-winning software-as-a-service (SaaS) solutions that turn Retailer ?downstream data?, such as point-of-sale (POS), supply chain, merchandiser feedback and category data, into actionable visibility into the store and onto the shelf for their suppliers.
Retail Solutions, the largest and fastest-growing company in the Retail Execution Management field, has more experience with processing customer-specific retailer data than any other company. Retailers and consumer product goods (CPG) companies trust Retail Solutions to grow sales, reduce out-of-stocks, improve promotion execution and effectiveness, maximize retail operation productivity and foster collaborative relationships in the retail industry to improve product availability for the end-consumer.
Retail Solutions serves more than 500 CPG Companies, including nine of the top ten global consumer goods companies, and processes data from more than 40 leading retailers in the Americas and Europe.
Retail Solutions is headquartered in Mountain View, CA and has offices in Cranston, RI, Bentonville, AR, London, United Kingdom and Shanghai, China.
Senior Customer Support Analyst Job Description
Serve as a Senior Customer Experience Analyst on the Retail Solutions Customer Experience Team. The primary responsibilities include managing some of the world's largest consumer goods manufacturing companies, providing value-based services to our customers, assisting in our Software-as-a-Service (SaaS) applications, contributing to internal cross-functional projects, and performing all other senior customer support analyst related functions. This opportunity is located in our Bentonville, AR office.
Deliver customer communications while upholding RSi?s Service Standards and Philosophy
Maintaining strong customer relationships by deploying a direct, proactive communication strategy
Assist customers with automating custom Excel reports using the RSI suite of products
Develop Service Level Agreement scorecards for key customer accounts
Research and diagnose inquiries related to data integrity
Develop process documentation that can be leveraged by members of the CEC team
Administer trainings for customers for the RSI suite of products
Manage the project plans and day-to-day activities of interns
Create and deliver internal trainings for new Customer Experience Analysts
Serve as cross-functional coordinator for new data loads
Provide functional support of inquiries related to the RSI suite of products
Assist customers in writing custom MDX that help enable value creation
Lead trainings on RSI?s suite of products
Travel could be up to 10%
Skills and Experience Required:
Minimum 4+ years of customer-facing experience
Experience training large groups onsite and via webinar
Strong verbal and written skills
Exceptional customer service skills
Advanced knowledge of Microsoft Excel
Experience managing large volumes of data
Maintain strong organizational skills
Bachelor?s Degree (preferably in Business)
Retailer or CPG experience is preferred
SQL Developer knowledge is a plus
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