Customer Service Operations Analyst

Are you passionate about process improvement? KV is seeking a Customer Service Operations Analyst to evaluate current procedures for efficiency and effectiveness, providing recommendations to management for streamlining and enhancement. This role collaborates closely with project managers and cross-functional teams to drive operational excellence and enhance the customer experience

Company Overview:

Knape & Vogt Manufacturing Company has been based in Grand Rapids for over 125 years We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.

What’s In It For You:

• Benefits including Medical/Dental/Vision plus many more starting Day 1
• Competitive Pay
• Generous Paid Time Off
• 11 Paid Holidays
• 401K with Company Match
• Tuition Reimbursement
• Employee Discount Programs
• Bonus and Merit opportunities

What Will You Get To Do:

• Analyze existing Customer Service processes to identify areas for improvement, waste reduction and cost savings
• Drive the development and implementation of process improvements, by developing and maintaining detailed workflow maps to ensure cross-departmental alignment and streamline operations
• Analyze performance metrics to monitor the impact of improvements and support the company's objectives
• Lead and facilitate improvement projects to drive operational efficiency and enhance customer satisfaction
• Create and manage a SharePoint site for the Customer Service department to facilitate communication, document sharing, and collaboration
• Act as the Salesforce Subject Matter Expert (SME) for the team by providing training, support, and best practices to maximize the platform's effectiveness
• Maintain Share Point site for the Customer Service team
• Foster an environment of continuous learning and innovation within Customer Service by educating and coaching team members on continuous improvement concepts and tools to foster a culture of excellence

What Will You Bring:

• Work Experience: 2 years of experience in a Customer Service role possessing strong analytical abilities to identify trends and efficiencies, problem solving skills to implement customer service workflows and experience with performance metrics and KPIs
• Education: College degree in Business Administrative, Operations Management or related field, demonstrated relevant experience may be considered
• Computer Skills: Intermediate skills in Microsoft Office, experience using Salesforce and SharePoint, understanding of ERP systems like Oracle,
• Must be able and willing to work 100% onsite