Customer Service Analyst Responsibilities

We are looking for a Customer Service Analyst to join the Mikesell’s family. This person will be responsible for managing customer queries and complaints. This person will process orders, modifications, and escalate complaints across a number of communication channels.  In addition, this role focuses on compiling and analyzing sales and market data and providing valuable feedback and actionable insights to guide our promotional and sales activities.

The successful candidate will have the ability to talk to customers and assist them calmly through a variety of possible challenges.  This person should also be able to analyze large amounts of data, accurately project sales trends, identify sales opportunities, and provide practical guidance to optimize sales strategies and increase market share.

Responsibilities Include:

• Compiling, analyzing, and reporting sales data.
• Monitoring and analyzing competitive activity, customer, and market trends.
• Providing actionable insights to guide the sales team.
• Contributing to the development of sales plans and objectives.
• Monitoring and evaluating sales performance.
• Forecasting demand, revenue, and expenses.
• Determining sales potential and making recommendations.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Extensive knowledge of our products to answer questions.
• Processing orders, forms, applications, and requests.
• Recordkeeping of customer interactions, transactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

• Degree in business administration, finance, or marketing preferred.
• Experience in sales analysis.
• Strong research and data analysis skills.
• Proficiency in Microsoft Office and CRM software (strong preference for JD Edwards).
• Strong communication and presentation skills.
• Projection and forecasting skills.
• Ability to work independently as well as collaboratively.  
• Ability to stay calm when customers are stressed or upset.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Collaboration with colleagues as necessary.
• Experience working with customer support.