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Brand Information
If you prefer a career that offers different opportunities daily while working with a variety of people, Kimball International would like to talk to you. We are a family-friendly company that values the differences that make each associate unique.
Job Description
The ideal candidate will be located near Jasper, IN and work primarily from our headquarters.
Role Description:
The Customer Service Operations Specialist supports the Customer Excellence Team with analytics and reporting for key monthly metrics focused on identifying issues that impact customer satisfaction.
Responsibilities:
- Assist the Customer Service Trainer with new hire, continuous improvement, new products, and certification trainings enabling our Customer Service team to provide best in class service to our customers
- Supports Customer Excellence leadership by collecting, analyzing, and interpreting KPI/metrics around topics including, but not limited to:
- Case trends and response times
- Replacement approvals
- Freight Expedites
- Monthly Non-Operations Cost of Quality support
- As needed, report development and analysis using Power BI and Salesforce.com
- Coordinate escalation of ongoing issues with Customer Service Managers
- Set up regular meetings to identify escalated issues in a timely manner.
- Schedule appropriate parties involved to support service response in a timely manner and collaborate with Product team in identifying and providing options for escalated issues
- Coordinate meetings on as-needed basis with cross-functional teams such as Quality and Operations teams.
- Organize processes and tracking system for Customer 360 metrics by providing key data for all functional leaders enabling them to root cause and provide improvement actions for outlined monthly meeting updates.
- Collaborate with cross-functional teams including training, quality assurance, and operations to ensure alignment in tackling customer service challenges
- Regularly monitors the implementation of solutions to achieve objectives and expected benefits using analytics
- Assist Customer Service Operations team to ensure process documentation, Knowledge Articles, and Work Instructions are all kept up to date
Skills to Perform This Role:
Interpersonal Skills
- Team oriented & customer centric
- Ability to build and sustain relationships
- Acts with integrity and has respect for others' differences and opinions
- Creates an environment that fosters collaboration
- Energetic, self-starter
- Creative, Flexible, tactful, and assertive
Communication Skills
- Effective listening skills
- Fosters an atmosphere of open, non-defensive, two-way communication
- Strong presentation, written and verbal communication skills
Leadership Skills
- Embrace continuous improvement; facilitates change
- Effectively prioritizes tasks, formulates and implements action plans, establishes and adheres to deadlines, all while ensuring meticulous record keeping and attention to detail
- Anticipate bottlenecks and offer solutions before they escalate
- Persists in carrying out plans despite obstacles and difficulty
- Leadership and mentoring skills
- Confidence in your abilities to lead organizational change
- Treat coordination of shared goals as your responsibility, even without formal authority
Business Skills
- Results focused
- Ability to meet deadlines
- A strategic and analytical mindset
- A thorough understanding of the latest process enhancement strategies
- Dynamic thinking and problem-solving abilities
- Knowledge of departments and roles within organization; utilizes appropriate personnel when needed
- Excellent decision-making ability
- Ability to lead peers & excels at building creative solutions
Technical Skills
- Proficient in Excel, PowerPoint, Word, Salesforce.com & SAP
- Uses business statistics & trends to aid in decision making
Qualifications:
Educational/Experience
- Bachelor's degree or Certification in business, analytics, or process management or 3+ years of experience in similar field preferred
Job Requirements
The ideal candidate will be located near Jasper, IN and work primarily from our headquarters.
- Bachelor's degree or Certification in business, analytics or process management or three+ years of experience in similar field preferred
- Proficient in Excel, PowerPoint, Word, Salesforce.com & SAP
EEO Statement
The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law. VISA Sponsorship
Kimball International, Inc. will not sponsor applicants for this position for employment/work visa status (e.g.. H-1B) |
Kimball International
Nov 22, 2025