Customer Service Analyst

The Customer Service Analyst Position supports the processing of data for the Mozart application to facilitate the processing of bundle adjustments. Must use key data points to drive decisions and take appropriate action and communicate as needed to cross-functional internal stakeholders. The Customer Service Analyst uses reports and queries to process various analytics and tasks as required. Must be able to work independently and process data efficiently to meet organization metrics and goals.

Responsibilities:

• Bundle adjustment processing utilizing OPIM, DCMS & Mozart applications
• Processing of active pick ticket void requests in Mozart application
• Provides support to Mozart Business Analyst with all system requirements associated with enterprise resource planning (ERP)
• Project support directly related to establishing process flows, user-stories, design, build-out, testing, training and deployment required for Customer Service initiatives
• Create customer quotes for Customer Service team as requested
• Customer Service support with reporting and analytics including, but not limited to, invalid transaction report and customer credit card charge back report
• Creation of color codes in Mozart application
• Merge and purge customers
• Serve as back up for Mozart Business Analyst
• Serve as back up for credit card decline holds and purchasing limits
• Some travel required
• Will be required to work overtime as necessary
• Will be required to perform other duties as requested, directed, or assigned
• Must be willing and able to take an active role in plant wide safety activities
• Authority to ensure that hazards are corrected or necessary changes to the safety and health management system are addressed
• There may be circumstances that require Customer Service Team Members to enter the Production Area. During these circumstances, the employee is required to utilize any PPE that is mandatory or required in that department

Requirements:

• Associate’s /Bachelor’s Degree or equivalent combination of education and experience
• 3-5 Years or related experience and/or training in the field
• Equivalent combination of education and experience
• Knowledge and background in a Call Center environment is preferred
• Should be proficient in computer programs, such as Microsoft Word, Excel, PowerPoint and Access.
• Experience with AS400 Systems including OPIM, AMS, DCMS, ETS, PAW, and Mozart beneficial.
• Must possess the ability to effectively communicate verbally and in writing, which includes the ability to effectively present information and respond to questions from managers, employees, and customers.
• Ability to read, analyze, and interpret written instruction.
• Excellent interpersonal skills and ability to deal effectively with customers, Program Managers, field locations, and corporate support personnel.
• Must also be fluent in English
• Requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions, both verbal and written.
• Must be detailed and possess the ability to prioritize.
• Good organizational skills.
• Self-motivated, with the ability to work independently
• Ability to lead projects and initiatives with various groups
• Must possess the ability to distinguish between colors
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team. 

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws