Customer Service Analyst

Description

Job Summary: We are seeking a Customer Service Analyst to extract, process, analyze, and automate customer voice data and transaction data to generate dashboards. Key Highlights: 1. Generate dashboards for agile decision-making. 2. Develop and implement automation processes. 3. Provide technical support for connectivity and technological tools. At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence—but our top priority is our people. We connect, collaborate, and champion the well-being of our employees, building partnerships and pioneering change across our ever-evolving industry. At Etex, we aim to make a meaningful impact on the lives of our customers and our communities. Are you looking for a company where you can learn, grow, and lead? Join us as a **Customer Service Analyst!** This position primarily focuses on extracting, processing, analyzing, automating, and consolidating customer voice data, SAP and CRM transactions related to Order Management processes, master data, and post-sales management—enabling automated dashboard generation to facilitate user management and productivity. This enables analytics creation, pattern identification, and data-driven recommendations. **What You’ll Do** * Generate dashboards for information users to enable more agile decision-making. * Structure large-scale data from Sales Force, SAP, Qualtrics, Hibot, Oversai, and external sources. * Manage the My Etex BI ecosystem and data governance. * Develop and implement automation processes with common rules within the service center. * Identify all automation opportunities. * Resolve SAP (BLS) incidents – Key account champion. * Train service center staff on new processes and strategies to support process improvement or technical tool initiatives. * Advise service agents on managing challenging customers to achieve exceptional performance. * Maintain relationships with other internal departments and the customer base to improve commercial performance. * Provide first-level technical support for connectivity and use of technological tools, following available corporate procedures. * Provide second-level technical support for questions regarding system functionalities or enhancements. **What You’ll Bring** * Degree in Business Administration, Business Management, Information Systems Management, Industrial Engineering, Mathematics, Statistics, or Data Engineering. * Solid experience in similar roles: minimum (2) years of experience in data analysis, data analyst, data scientist, business intelligence, visualization tools, and process automation. * Python, SQL, Office 365, visualization tools. **Why Join Us?** We were named the world’s #1 most trusted company in the construction sector by Newsweek and Statista in 2023! Our culture: we connect and care about those around us. We foster teamwork, communities, partnerships, and new ways of working—placing the highest importance on safety and our people’s work environment. Our "Sustainability Journey 2030" is our plan to help build a better, more sustainable future. We pursue this vision by addressing our social and environmental impacts and developing innovative solutions. We firmly believe that diversity of thought helps us deliver strong, sustainable performance. It is also essential to us that everyone feels part of the team. With this spirit, we are committed to equal opportunity and zero tolerance for discrimination.