Customer Information Analyst

  • Grainger
  • Lake Forest, IL, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Company Overview

Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions. Our 18,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels. As part of a high-performing team, you ll be able to develop your talents, and make a difference. Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.

Position Description

*This role typically is located in either Lake Forest, IL, Waterloo, IA or Janesville, WI, but due to COVID-19 will be fully virtual until further notice. Once these locations have a return to work plan, the team member will be required to be on-site.*

The Customer Information Analyst is responsible for sensing triggers that indicate the need to update Grainger s customer information, interpreting this information to understand the scope of changes required, and integrating update activities into department operations. This role will work closely with Process Engineers, Technology Developers, and Business Leaders to prioritize this work based upon value to the business, defining new processes for teams to execute at scale. By making actionable customer information available, we help Grainger market, sell, and deliver the best products and solutions that meet the needs of our customers.

Principal Duties & Responsibilities:

-Collaborates with stakeholders across the Grainger organization to identify and prioritize customer information triggers
-Analyzes triggers to understand the potential business value of incorporating new triggers and implications to Grainger s customer information
-Optimizes department processes to integrate new triggers with existing work types and teams up with Process Engineers to create new work types
-Continuously improves standard work instructions in partnership with Customer Information Technicians, who execute department create and maintain activities
-Engages with Customer Information Delivery Specialists to create new customer information as necessary
-Participates in process improvement workshops, owns improvement opportunities, and makes process changes
-Facilitates a culture of continuous improvement and embraces the cycle of problem identification, problem-solving, and process control

Position Requirements:

Education and Background:

-Bachelor s Degree required
-1-5+ years of experience collaborating with technology teams to manage critical data
-Hands-on experience with Continuous Improvement methodologies (Lean, Six Sigma, and Kaizen events) is a plus

Skills and Abilities:

-Problem solving skills to define structured approaches to unstructured problems while taking deliberate actions today to shape tomorrow
-Can identify drivers of business value and quantify benefit potential associated with customer information improvements
-Team player who works well with people from diverse backgrounds and can engage stakeholders at all levels of the organization
-Excellent technical communication skills to map business concepts to information requirements and software needs
-Advanced computer skills with proficiency using the Microsoft Office suite
-Previous experience with SAP and SQL is a plus
-Customer Service or Sales experience is a plus

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Associated topics: business, business advisory, business analyst, business intelligence, business systems, client, consult, sap, senior consultant, support analyst