Customer Care Data Analyst - Schaumburg, IL

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Position Description

The Customer Care Data Analyst (CCDA) provides critical support for the Customer Care department. The ideal candidate will play a key role in analyzing customer data, improving service strategies through reporting and data maintenance, and driving operational excellence. The CCDA will be required to perform tasks by demonstrating data analysis, organization, attention to detail and time-management skills, as well as good oral and written communication skills. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Customer Care Data Analyst

• Assists with data updates for the department including Customer Master Data review, Customer Specific Requirements, data synching between systems, and order management transactional data.
• Create and monitor reports to ensure the department has good order management hygiene.
• Maintain professional, timely and effective communication with customers and team members.
• Assists with automated order optimizations and set ups.
• Assist with onboarding new customers including entering Customer Master Data for account set-ups and account changes in CSD (ERP).
• Analyze customer interactions, feedback, and operational data to identify trends, root causes, and opportunities for improvement.
• Monitor and report on customer satisfaction metrics such as CSAT, NPS, and first-contact resolution.
• Collaborate with teams to optimize workflows, reduce response times, and improve resolution rates.
• Report team and individual performance metrics to ensure alignment with departmental goals.
• Process requests in Front email system through to completion for Foundation and Review accounts: Order Entry, Order Status updates and quick quotes.
• Follow up on held orders and escalate as necessary to ensure timely processing of orders.
• Develop and maintain excellent relationships with Customer Care team and internal partners.
• Maintain up-to-date knowledge of Customer Care policies and procedures utilizing an online knowledge base.
• Redirects unassigned emails to dedicated customer care representative and manages the account assignments as needed.
• Exhibit problem solving and independent decision-making abilities.
• Demonstrate ability and willingness to take on additional responsibilities.
• Remain fully flexible to meet business requirements and demands.
• Communicate with management team on a regular basis to ensure all Key Performance Indicators (KPI) are being met.
• Other job duties as assigned.

Education/Certification/Licenses

• High School Diploma or GED equivalent required, bachelor’s degree in business or related field preferred.
• Minimum 0-2 years of experience in a B2B customer service or phone-based support, or in Customer Service Field, Call Center.
• Minimum of 0-2 years’ experience of data entry.

Skills That Will Make You Successful

• Previous experience in a customer data management.
• Proficient in Microsoft applications.
• Ability to navigate multiple systems simultaneously.
• Order to invoice experience in B2B environment.
• Proficient communication (written and verbal) and interpersonal skills.
• Strong organizational, analytical, problem solving, and decision-making abilities.
• Knowledge of customer service metrics, tools, and methodologies.
• Excellent communication skills to present findings to both technical and non-technical audiences.
• Proficient skills in Excel and data management.
• Support an inclusive and positive culture.
• The ability to work independently and with others in a changing environment.
• An effective team player with drive.
• Desire for continuous learning and professional growth.
• Experience working with an ERP system, order management software, or similar tools.
• Ability to work in a high-volume, fast-paced, deadline-driven environment with strong attention to detail

Target Base Compensation range for this non-exempt role is $26.00 - $28.00/ hr. DOE.

This is a Full-Time position, eligible to participate in the Company’s benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).