Dtc Analyst

Job Purpose This position predominantly supports NA DTC team which serves as a point of contact for tier 1 customer order inquires Facilitates report automation and generation through Continuous improvement Reviews open order payments and captures clean payments Assists in maintaining inventory data integrity Key Roles and Responsibilities Responds to customer inquiries or complaints by researching various databases manuals and price lists Employs all resources necessary to gain customer satisfaction in timely and professional manner Funnels tier 2 and tier 3 inquiries to the appropriate members Communicates order schedule changes to the customer and resolve the customer queries efficiently Updates the Store Open Orders report daily using SAP inputs This displays open order statuses as well as stocked inventory levels Proactively replans B2C orders using the B2C Shortages Power BI dashboard Works within empowerment guidelines to bring closure to order entry related issues without need for elevation where possible Updates the Small-Medium Business SMB Order Care report daily Updates the B2C Customer Inquiry Log report weekly May train other B2C members on managing inquires and running reports to support department training plan and or coach and mentor other B2C members on same Represents B2C on inter-departmental teams for continuous quality improvement as required Continually updates own knowledge of new products and changes in existing products pricing and systems Develops solid working knowledge and understanding of available tools and resources including but not limited to Lynx SAP Shopify BrightPearl and Manhattan and Amazon Focuses on lean initiatives and process improvements through use of Who What When Impact W3I documents Standard Work and other formal process improvement tools to ensure continuous improvements are made in Haworth s programs and processes Extend the service support in Order services function to enable that the new dealers are entered into the system Focus and work on the assigned Compliance with the NA suppliers as part of Sustainability requirements Other activities that are deemed to happen as when required Qualifications Education Experience Skill competencies Knowledge Bachelor s degree in commerce Arts Engineering Business Management One - Two years related business experience preferred from back-office arena Flexible in work timings in accordance with the job requirements Sound knowledge in MS office Outlook PowerPoint Excel Ability to perform under pressure and works in Individual Contributor Role by demonstrating the right attitude and commitment to take personal responsibility for results Good interpersonal and communication skills with ability to defer when dealing with customers and demand performance when dealing with suppliers and peers within Haworth Prioritizes Tasks - Prioritizes and utilizes time to maximize greatest overall return on effort spent probes for sufficient information to determine significance and urgency of specific task analyzes workload demands considering key objectives even if no formal guidelines are in place uses logic versus emotion to determine priority levels devotes appropriate amount of time to any given task based upon its relative impact on successful completion of key job objectives Intermediate skills with spreadsheet application i e Microsoft Excel including sorting filtering charting formulas macros and formatting for hard copy output required Proficiency in at least one business intelligence application such as PowerBI Business Objects QlikView or Tableau required Ability to think critically to drive initiate continuous improvement in his her area of work Ability to write and speak business English fluently