Kaplan Early Learning Company ยท 1 month ago
Customer Engagement Analyst (On-site)
Winston-Salem, NC
Full-time
Onsite
Senior Level
5+ years expKaplan Early Learning Company is a national leader in the early childhood educational market, dedicated to making an impact on children, families, and educators. The Customer Engagement Analyst will support sales growth initiatives and ensure quality customer service by evaluating customer requirements and collaborating with various internal departments to enhance customer engagement.
EducationManufacturing
Responsibilities
Independently monitor and record customer requirements in our systems to proactively ensure customer satisfaction, support sales, and help customer service agents meet those requirements
Analyze data and directly partner with Merchandising, Purchasing, Customer Support, and Operations regarding customer feedback, percentage of order completions, special attention follow-ups, attendance, phone reports, and execution against correct processes
Serve as a specialist in k-truck deliveries, working to ensure delivery needs are met with temporary labor, install specialists, and order fulfillment
Develop and maintain comprehensive knowledge of Hubspot, PeopleSoft, and other software to create improved processes as identified
Develop and maintain comprehensive knowledge of specific order requirements and guidelines, including customer account knowledge
Proactively identify agents who need remedial or enhanced training in daily duties
Ensure appropriate information is communicated to Customer Support staff members for appropriate customer action
Explore, identify, and make recommendations to create more efficient procedures and communication in customer engagements
Collaborate with internal departments, establish, and lead meetings to discuss/propose areas of enhancement or alternative strategies that drive customer loyalty and internal excellence. Assist management in driving implementation and successful outcomes
Collaborate with management on special projects to drive exceptional customer engagements
Qualification
Required
5+ years of related experience in B2B client services or a customer service leadership role working with internal/external customers
Comprehensive industry-specific knowledge of Kaplan and company internal processes required
Ability to think strategically, creatively, and analytically required
Proficiency in using MS Excel and Word required
Strong knowledge of PeopleSoft with the ability to build queries or to learn query-building skills
Self-motivated and proactive with excellent organizational, communication, and prioritization skills required
Exceptional work ethic and flexible to changing business demands required
Ability to perform under pressure and achieve deadlines required
Demonstrate enthusiasm towards colleagues and customers required
Ability to build effective working relationships with others, inside and outside the organization required
Acts with a sense of urgency required
Advanced problem-solving skills and a keen attention to detail required
Preferred
Degree preferred
Strong knowledge of Hubspot preferred
Benefits
Competitive pay rate
Paid Time Off including holidays
Paid Maternity/Paternity Leave Supplemental Program
Childcare Discounts
Medical, Dental, Vision Insurance
Matching 401(k) Plan plus a suite of financial educational services to include consultations with licensed representatives
Short-term disability and long-term disability income replacement programs through Voya Insurance
Educational Tuition Assistance
Verizon and AT&T Discount
YMCA Discount
Employee Referral Bonus
LifeMart Discount Shopping Website
Kaplan Outlet Center Discount
Pet Insurance
Company
Kaplan Early Learning Company
Kaplan Early Learning Company brings the very best in early childhood and elementary school supplies, teaching materials and outdoor classrooms to educators, caregivers, and parents around the world.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Adrianne Gammons
Talent Acquisition Partner
Chris Gerblick
CIO
Company data provided by crunchbase