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Customer Experience Analyst

Schwan's Company
Job Description

We are hiring a Customer Experience Analyst within our Corporate Food Safety and Quality team in Marshall, MN. In this role you will be responsible for performing analysis of consumer and customer product-related complaints and/or compliments and reporting findings to FSQ, SGSC, and other Executive teams along with providing base reporting to other team members for use in production and business unit meetings.

 
What you will get from us:
  • Opportunity to work on exciting, strategic projects in partnership with key leaders: showcase your technical skills to make a big impact on the profitable growth of Schwan’s Company

  • Opportunities for career development and growth with a well-established food company.

  • A culture focused on ensuring the health, safety and well-being of its employees

  • Support and mentorship from team members who are authentic, good-natured and highly skilled

  • Competitive wages, incentive pay and a comprehensive package of benefits

Responsibilities:

  • Run queries in SAP BW and templates in Excel for use to present in production facilities and business unit staff.

  • Clear understanding of complaint hierarchy and functional processes required to ensure analysis of data is completely understood and communicated appropriately.

  • Critical to understand if there are any data integrity issues.

  • Analyze consumer and customer feedback as a rate of complaints (contacts) per million units sold by organizing the data in multiple groupings. This includes interdependencies of feedback (ie. issues related to thawing and refreezing product issues related to formulation changes).

  • Provide ad-hoc analysis due to complaint or sales trends for several business areas including but not limited to: FSQ, Production, Marketing, Sales, Product Development, Packaging, Procurement, and Legal.

  • Must have a keen understanding of product changes and business strategies that could affect complaints sales and resulting metrics. This includes outside factors that could contribute to an increase in complaints such as media attention to particular product concerns.

  • Create actionable charts data sheets and presentations directed at executive level meetings and leaders along with suppliers and customers.

 

 

What we need from you: 

Years of Experience: : 0-3 years of related work experience.  
Education: Bachelor's Degree or equivalent.
  • The desire to make a meaningful difference.  Must be self-motivated with the ability to work independently.  We need someone who competes to win!
  • Authentic leader: direct communicator, able to build strong relationships across the company, with all levels.
  • Must have great collaboration skills, with the ability to effectively work closely with cross-functional teams.

  • Knowledge/Skills/Abilities:
    • Proficient in the operation of a personal computer in a Windows environment to include the Microsoft Word, Excel, and Outlook and with numeric data analysis.

    • Strong communication and interpersonal skills.
    • Prior knowledge or experience with SAP preferred.
    • Participate in and complete required training for annual certification program requested by management to further the career growth opportunities of the employee.

Certification includes but is not limited to allergen food

?The employing subsidiaries of Schwan’s Company are Equal Employment Opportunity Employers. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin or other protected class.
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