Analyst, Quality - Customer Served Performance

Responsible for addressing unresolved customer problems and requests, following through with the customer to resolution. Within the context of corporate goals, evaluate the data captured through customer contacts to identify areas for improvement. Makes recommendations for prioritizing and resourcing the opportunities for improvement, emphasizing prevention and improved customer satisfaction. Responsible for the periodic and special request reporting for the SCNA Opereations Excellence Organization. Responsible for customer problem resolution goal setting. Trains others on BW Reporting and MS Excel as needed.

Skills/Abilities

• Able to manage multiple tasks of high priority while delivering exceptional customer service and good business decision making.
• Able to synthesize, analyze and interpret data to understand the impact on customer satisfaction and business goals.
• Analytical skills to assemble complicated data into meaningful information for executives and professionals and provide insights in a clear/concise manner.
• Help analysts with extraction of data, analysis, and presentation.
• Design, test, deploy and support Business Warehouse queries owned by the Lean/Quality Organization.
• Motivated and acts with urgency and responsiveness.
• Able to promote positive relationships and influence others for timely business solutions.
• Able to communicate clear, concise thoughts, ideas, responses, and recommendations to any level of audience.
• Leadership skills including the ability to guide cross-functional teams, which may include any aspect or function within the company.
• Strong interpersonal skills required to support working with people at all levels inside and outside Steelcase.
• Strong communication skills including verbal, written, presentation and negotiation.
• Able to grasp ambiguous problems and organize them into a structured plan.
• Able to work as a DSA (Departmental Security Administrators) for the LASER BW Reporting Structure.

Knowledge & Experience

• Bachelor’s in engineering or related technical field required with additional courses in business, etc. or equivalent experience.
• Knowledge of Tableau
• Knowledge of building Executive Dashboards
• Good command of MS Office, MS Access
• Knowledge of SAP applications, SQL, Share-Point, Show-case Query

Why People Choose to Work with Us:

At Steelcase, we put people at the center of everything we do. We understand the role of work and believe that it can bring meaning and purpose to the lives of our customers and our employees. We prioritize supporting our employees both in and out of work, in all aspects of their lives. When we bring our talents together, we make a positive lasting impact through our work and communities.

Who We Are:

Organizations around the world trust Steelcase to help them create places that help people work better, be inspired, and accomplish more.

We design, manufacture, and partner with other leading organizations to provide architecture, furniture, and technology solutions- accessible through a network of channels, including over 800 Steelcase dealer locations. Steelcase is a global, industry-leading, publicly-traded company with fiscal year 2023 revenue of $3.2 billion.

What Matters to Us:

More than qualifications, we’re looking for talent and potential. We are proud to have a diverse and inclusive workforce, and we're always looking to improve our global community. We value applicants who are comfortable interacting with people different from themselves, building mutual respect and positive relationships. We invite people from all backgrounds and genders to apply.

Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements. We are proud to be recognized for our inclusive workforce by the Corporate Equality Index for the past nine years.

If you’re interested in Steelcase, but this isn’t the right time or role, join our Talent Community to be updated on future openings in your area(s) of expertise.