Customer Care Project Analyst at United Natural Foods Inc in Chesterfield, New Hampshire

Job Description:

Purpose:

The Customer Care Project Analyst is a national position responsible for reporting, data mining, data analysis and project support for the Customer Care team as well as the customer.  Has a direct relationship with the customer’s business, data, and IT teams and works with any internal business partners involved in managing, determining, and maintaining data, in order to support the customer’s utilization of company data.   Provides recurring reports and develops ad hoc reports needed to monitor company and customer businesses.  Analyzes data, prepares and presents results in order to identify and/or resolve business problems as well as drive business actions in often-critical areas.  Develops processes and technological tools, identifies technological and data-driven solutions, and leads or participates in the development of and execution of IT-related projects such as system implementations or changes (Legacy systems, Customer Portal, EDI, and CRM), new report development to meet company and customer goals.  The nature of the work is highly analytical and organized.

Job Responsibilities:

• Serves as a resource for Customer Care leadership and internal and external customer requests for reports, analysis and process mapping, including system operations and general technology.


• Evaluates data using Access, Excel and other tools to identify root causes and possible solutions to company and customer business issues and to support business project and change needs; sources and manipulates data from company and customer.  Actively works with IT partners to develop process efficiencies (macros, system enhancements etc).


• Guides on pros and cons of possible solutions, recommends business process changes, and develops metrics.


• Schedules, prepares and distributes recurring and ad hoc reports required by department leaders to answer one-time questions, satisfy continuous monitoring needs, identify workload trends, budget and expense reporting/tracking to guide management decisions.


• Provides direct support to the customer’s data and IT teams to research and resolve issues with transmitted company data, including interaction with the customer’s portal to retrieve or deposit data.  


• Submits IT Service Requests to automate ad hoc reports, enhance system functionality, and fix system issues; designs and performs high-quality and accurate user-acceptance testing; approves developed solution for install.


• Perform other duties as assigned.

Job Requirements:

• Bachelor’s degree preferred        

• 3-5 years experience

• Advanced Microsoft Excel and Access


• Working to intermediate knowledge of Microsoft Word, PowerPoint, SharePoint, SQL


• Advanced mathematical understanding and calculation ability


• Familiarity with UNFI Datamart and Microsoft Reporting Service is a plus

Skills/Abilities:

• Root cause analysis, solution research and development, modeling of change options and recommendations


• Situational evaluation leading to presentation of alternatives or changed perspective when appropriate 


• Compilation and presentation of data and analysis results in professional and concise formats that inform and drive leadership decisions


• Advanced utilization of technology, advance and support team use of technology to increase efficiency, support and improve team members’ skill levels in technological and analytical contexts


• Independently develop and conduct project plans to reach given goals


• Excellent interpersonal, communication, analytical and organizational skills

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.