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Customer Data Analyst

Customer Data Analyst


Company Overview

When you feel connected to your work, you feel more engaged. At Haworth, you can pursue a career that offers you ample opportunity to build your portfolio and expand your skillset in an exciting and inclusive environment. Join a company that values innovation, inspiration, and you!

 

HAWORTH is a global leader in office furniture and architectural interiors. As a valued member of our team, you can make your mark on the world and reach your full potential within a culture of connectivity.

 

Why Haworth? Find out here!

 

Here at Haworth, our members enjoy benefits from their first day of employment including:


  • 3 weeks paid vacation and an option to purchase an additional week
  • Choice of Priority Health or BlueCross BlueShield
  • Newly renovated on-site gym open 24 hours
  • 401k Benefit -  If you contribute 6% of your annual salary, Haworth will contribute up to 7%
  • Annual bonus programs
  • Company provided Short Term Disability, Long Term Disability & Life Insurance
  • Tuition Reimbursement program
  • 4 hours of paid volunteer time off
  • Zero waste to landfill company which provides personal on-site recycling drop-off

Job Overview

We are currently looking for a Customer Data Analyst to join our team in Holland, MI.

 

As a Customer Data Analyst, you will:

Ensure successful operations of order processing and customer service functions through consistent application of policies, procedures, training, and quality standards.  Apply total order cycle expertise to meet unique customer expectations.  Use problem solving expertise to assist Account Specialists with resolving complex issues.  Maintain and report departmental metrics.  Facilitate cross-functional and project teams to pro-actively enable service teams to perform at optimal levels.  Serve as Haworth Management System (HMS) champion for department.

 

Some of the Responsibilities of this position are:

 

  • Ensures consistency in procedures and policy deployment throughout all order services functions.  Continually examines processes for productivity and quality improvements.  Ensures compliance to all International Organization of Standards (ISO) standards and policies to provide adherence to documented standard work.
  • Provides consultative and analytical support to management to enhance decision making.  Defines and develops regular (i.e., weekly, monthly, and annual) reporting tools for Customer Service.
  • Facilitates development of new order services policies and procedures to increase customer satisfaction, utilizing HMS tools.
  • Leads regular HMS initiatives within department, including identifying non-value added areas and training members how to create standard and job breakdown sheets, to provide continuous improvement through lean processes.
  • Oversees quality of incoming orders via program, procedure, and policy development.  Interfaces with dealers to impact order development (external) process prior to order receipt to minimize delays in total order cycle and improve order quality and collection activity.
  • Facilitates reduction or elimination of order backlog through effective management of order holds across departments.
  • Facilitates reduction or elimination of order adjustments by establishing and deploying procedures for pre-acknowledgement order adjustments and eliminating order holds and delays through process improvements to reduce order processing cycle times.
  • Implements training programs for members to enhance skills and experience.
  • Coordinates development of metrics to measure various facets of order services functions.
  • Interfaces with Information Systems to plan and implement systems changes and/or enhancements.
  • Represents function on systems and automation projects that include order processing and service ensuring business processes are considered and implementation supports “best in class” service and order processing.
  • Serves as systems expert for department; provides assistance in researching and problem resolution to complex customer inquiries to ensure accurate responses to dealers and root-cause issue resolution.
  • Represents department on cross-functional quality improvement teams as required.
  • Ensures all required departmental documentation is audited and kept up to date, including member training matrixes, Standard Work documents, and maintenance of Standard Operating Procedures (SOPs), ensuring department members can work at optimal levels.
  • Perform audits on customer master data and facilitates, with other departments, accurate maintenance of required data to ensure system-required information is complete to produce accurate results in both system processing and business reporting.

 

Do you have these required qualifications?

  • Bachelor’s degree in Business field or equivalent job-specific work experience
  • Five years experience in non-transactional customer service role

Do you have these preferred qualifications?

  • Customer service experience in business and/or manufacturing environment
  • Experience with project management, scheduling, and planning
  • Experience in facilitation and use of HMS toolset highly desired
  • Experience working with Systems, Applications, Processes (SAP) software highly desired

Ideally, you have also demonstrated the following:

  • Excellent verbal and written communication, presentation, problem solving, negotiation, organizational, and project management skills required.
  • Broad technical and organizational skills with good attention to detail.
  • Strong analytical and process mapping skills.
  • Proven knowledge in Lean tools.
  • Good interpersonal skills.
  • Ability to adopt to change and learn quickly.
  • Ability to work well under pressure and quickly assess and respond to customer requirements.
  • Strong data gathering and creative problem solving skills.
  • Strong business acumen with proven decision making skills, including root cause identification, method selection, and data analysis as it relates to customer satisfaction, quality (product or service) cost containment, and continuous improvement.
  • Proven ability to work equally well as collaborative member of project team, independently, or team leader.
  • Ability to work with minimal supervision.
  • Strong skills utilizing spreadsheet and word processing software applications.
     

Haworth Values

At Haworth, we have a strong set of values that guide our business and help us align with our customers.

 

We listen to our Customers. We rely on our Members. We honor Integrity. We embrace Continuous Learning. We lead with Design. We create Value. We work to make the World better.

 

Join the Haworth family. Apply for this job, or learn more about the many possibilities at Haworth, at https://Careers.Haworth.com.

EEO/AA Statement

As an EEO/AA employer, Haworth will not discriminate in its employment practices due to an applicant's race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people. 

 

Haworth's AAP programs are available for applicant review.  Requests can be made to your Recruiter to review during regular business hours.

 

This organization participates in E-Verify Employment Eligibility Verification.

 

If you have questions about any of the above policies, or if you require an accommodation in the application process, please contact a member of our Human Resources team at careers@haworth.com or (616)-393-1600.


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