Customer Service Business Analyst

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications.

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable.

Customer Service Business Analyst will be responsible for monitoring retail customer accounts, identifying risk, and leading corrective action on customer chargebacks. Responsible for becoming a subject matter expert for our retail customer group and will directly collaborate with team members to support changing business needs.

We are a journey of continuous growth – now looking for our next star – a passionate Business Analyst. This position reports to Customer Service Manager and will work in Litchfield, IL.

General Responsibilities

• Maintain a thorough understanding of customer vendor requirements, identify risks and recommend corrective actions to reduce business impact
• Research customer portals to identify customer chargebacks/fines
• Prepare retail chargeback & corrective action reports
• Present retail reports and actions taken to key leadership
• Review vendor documents and collaborate with the operations, IT, sales, and finance departments
• Recommend operational or process changes to reduce or eliminate customer chargebacks/fines
• Responsible for setting up new customer account requirements and communicating risks and/or needs to effectively service customer

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow, evolve with the company and take on new challenges.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

A suitable background would be a solid experience within Business Analytics & Process Improvement – as well as the following qualifications and experiences:

• Bachelor’s degree in business/data analytics or equivalent experience required
• 3 + years of experience in business analytics within vendor/customer retail industry
• Experience with retail customer requirements/vendor docs, retail pricing strategies
• Advanced experience with Power BI, Excel, and standard Microsoft office applications

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Ability to work cross-functionally and with external customers
• Drive to hit deadlines
• High level of responsiveness to ensure internal and external customer satisfaction
• Great organizational and team skills
• Strong interpersonal & communication skills
• Ability to work in fast paced environment with changing priorities
• Exceptional problem solving/critical thinking ability

Dometic's Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Are you our next star? Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.