Business Analyst II –Customer Support

<p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. We want people who are ready to Build Something Amazing.</strong></p> <p><em><strong>"At La-Z-Boy we're dedicated to home... because home is what really matters and what will always matter. At the end of even the longest days, home is where we find ourselves."</strong></em><strong><em><br /><a href="https://vimeo.com/230201741" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

Monroe, Michigan

La-Z-Boy Corporate

<p><strong>Not many companies can say that they are both a household brand and one of the most innovative organizations in their industry. La-Z-Boy can. Ninety years after our first recliner, we&rsquo;re still re-inventing the industry.</strong></p> <p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. Our people are what drives us forward. We want people who are ready to Build Something Amazing.</strong></p> https://www.la-z-boy.com/

keywords: oversee,analysis,support,develop,performance,management,oversee,analysis,maintenance,reporting,knowledge,database,degree,technology,experience,travel,reporting

Full-Time

Competitive

Overview: This position is responsible for the analytical data of the Customer Support organization focusing on the development and management of reporting and business performance metrics. Oversee projects to determine best practices, identify opportunities for improvement and develop solutions to support company and departmental initiatives.
Responsibilities: &bull; Develop departmental metrics, standard and custom reporting utilizing current corporate reporting tool(s) to support the business<br />&bull; Provide support to the organization in translation of data and reporting solutions to manage efficiencies in workflow and other information critical to running business operations<br />&bull; Analyze, track, monitor, and review statistics on key performance indicators for presentation to department management.<br />&bull; Perform trend analysis and reporting of financial impact to the business in relation to potential opportunities and actionable improvement options across Customer Support organization<br />&bull; Oversee supplier chargeback process ensuring timely submission, adherence of claim data and identification of new opportunities as suppliers and products change generating financial reimbursement to La-Z-Boy<br />&bull; Serve as point of contact and subject matter expert for customer support data used in corporate reporting tools.<br />&bull; Support monthly financial review, budget forecasting and the development of Annual Operating Plan through data gathering for various functional areas of Customer Support and Warranty)<br />&bull; Develop and analyze dealer warranty credit data to support other functional area initiatives, such as Sales/Quality Dealer Partnership Program, toward managing warranty expense<br /><br /><strong>SCOPE &amp; IMPACT:</strong><br />Responsible for the development, maintenance and analysis of key performance indicators and metrics for the functional areas of Customer Experience to include Distribution, Logistics and Comfort Care. Supports management in the development key business strategies through data analysis. Influences other reporting areas through knowledge and expertise of operational data.
Requirements: <strong>MINIMUM REQUIREMENTS:</strong><br />&bull; Bachelor&rsquo;s degree in Business, or related field with 2-4 years of relevant experience or equivalent<br />&bull; 2+ years of analytical experience<br />&bull; Proficient in business analytic systems including DOMO, Business Objects or a similar reporting tool<br />&bull; Database experience with the ability to understand data models<br />&bull; Advanced in Microsoft office with strong Excel skills<br />&bull; Up to 10% travel<br /><br /><strong>PREFERRED REQUIREMENTS:</strong>&nbsp;<br />&bull; Knowledge of a CRM-Customer Relationship Management system<br />&bull; Knowledge of Nice CXOne Workforce Management tool<br /><br /><strong>SUPERVISORY RESPONSIBILITIES:</strong>&nbsp;None.<br /><br /><strong>PHYSICAL DEMANDS/WORK ENVIRONMENT:</strong><br />Office environment / no specific or unusual physical or environmental demands. Nearly continuously sitting. Often required repetitive hands motion (such as typing), hear, listen, and talk.<br /><br /><strong>CORE ATTRIBUTES:</strong><br />Communicate Transparently<br />Lead the Team<br />Impact and Influence<br />Deliver Results<br />Coach and Develop<br /><br />At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees&rsquo; diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing.<br /><br /><strong>OTHER DUTIES:</strong>&nbsp;Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.<br /><br />Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.