Why workpinnacle?
At workpinnacle, we are redefining the future of specialty coatings and sustainable packaging solutions. As a market‑leader in high‑performance thermal and film applications across North America, our innovations touch millions of everyday products—from retail tags to medical labels. Our success is built on a culture of curiosity, collaboration, and continuous improvement. We invest heavily in our people, offering a workplace where ideas flourish, careers accelerate, and personal well‑being is a top priority. If you thrive in a fast‑paced, data‑rich environment and are passionate about turning insights into tangible customer delight, you’ve found your next home.
Position Overview
We are urgently seeking a Customer Service Analyst to join our remote team. In this role, you will be the analytical engine behind our customer experience strategy, leveraging cutting‑edge reporting tools to uncover trends, drive process enhancements, and partner with cross‑functional teams to deliver best‑in‑class service. This is a full‑time, regular position with a competitive salary and a comprehensive benefits package.
Key Responsibilities
- Data Analysis & Reporting: Utilize Power BI, Excel, and D365 to extract, clean, and visualize customer service data, identifying patterns that influence satisfaction, lead‑time, and inventory utilization.
- Process Improvement: Translate analytical findings into actionable recommendations, design new workflows, and champion automation initiatives that reduce manual effort and increase efficiency.
- Cross‑Functional Collaboration: Partner with Sales, Supply Chain, Commercial Operations, and IT to align service metrics with business objectives and ensure seamless execution of improvement projects.
- Customer Interaction Support: Assist customers with product information, order processing, and issue resolution while maintaining a deep understanding of pricing structures and inventory status.
- Pricing & Discrepancy Management: Update customer pricing profiles, investigate and resolve pricing discrepancies, and ensure data integrity across all systems.
- Parts & Inventory Oversight: Maintain the parts database, develop procedures for parts set‑up and tracking, and support inventory management initiatives.
- Project Pipeline Management: Own a portfolio of optimization projects targeting $200 k+ in annual margin enhancements, tracking progress, ROI, and stakeholder communication.
- Backup Support: Serve as a reliable backup for the broader customer service function, stepping in during peak periods or staff absences.
- Strategic Insight Delivery: Provide the Commercial Operations Leader with timely data, dashboards, and strategic insights to inform decision‑making.
Impact on the Business
In this role, you will directly influence two core pillars of workpinnacle’s growth:
- Enterprise Value (≈ 60 %): By collaborating with Sales and Supply Chain, you will help improve lead‑time, deliver‑to‑promise metrics, and inventory utilization, ultimately increasing market share for workpinnacle solutions.
- Organizational Development (≈ 40 %): Your focus on process automation and data‑driven decision‑making will embed a culture of continuous improvement across the organization.
Essential Qualifications
- Minimum 3 + years of experience in customer service analysis, business analytics, or a closely related field.
- Proven ability to translate complex data sets into clear, actionable business recommendations.
- Strong problem‑solving mindset with meticulous attention to detail.
- Excellent written and verbal communication skills; ability to influence stakeholders at all levels.
- Proficiency in Microsoft Office Suite, especially Excel (advanced functions, pivot tables, macros) and Power BI.
- Hands‑on experience with ERP or CRM platforms such as D365.
- Self‑motivated, results‑driven, and comfortable thriving in a fast‑paced, remote environment.
Preferred Qualifications & Nice‑to‑Haves
- Experience in the manufacturing, coatings, or packaging industry.
- Familiarity with statistical analysis tools (e.g., R, Python, SAS) or SQL for deeper data mining.
- Project management certification (PMP, CAPM) or demonstrated project leadership.
- Knowledge of Lean, Six Sigma, or other process‑improvement methodologies.
- Previous exposure to customer pricing models and inventory management systems.
Core Skills & Competencies
- Analytical Acumen: Ability to dissect large data sets, spot trends, and forecast outcomes.
- Collaboration: Strong interpersonal skills to build relationships across sales, supply chain, IT, and operations.
- Technical Fluency: Comfort navigating multiple software platforms and learning new tools quickly.
- Adaptability: Flexibility to adjust priorities, work occasional evenings or weekends, and respond to evolving business needs.
- Customer‑Centric Mindset: Deep empathy for the end‑user and a relentless drive to improve their experience.
Career Growth & Learning Opportunities
workpinnacle is committed to your professional development. As a Customer Service Analyst, you will have access to:
- Mentorship programs pairing you with senior leaders in analytics and operations.
- Tuition reimbursement up to $5,250 per year for relevant coursework or certifications.
- Internal training workshops on advanced analytics, data visualization, and process‑improvement frameworks.
- Opportunities to lead high‑visibility projects that directly impact the company’s bottom line.
- A clear career ladder that can lead to Senior Analyst, Analytics Manager, or Director of Customer Experience roles.
Work Environment & Culture at workpinnacle
Our remote‑first philosophy empowers you to work from anywhere while staying connected through collaborative technology. We foster a culture that values:
- Innovation: Employees are encouraged to experiment, share ideas, and challenge the status quo.
- Inclusivity: workpinnacle celebrates diverse perspectives and provides an environment where every voice is heard.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a supportive leadership team that respects personal commitments.
- Well‑Being: Access to a 24/7 virtual fitness platform, mental‑health resources, and wellness stipends.
- Community Impact: Participation in volunteer programs, sustainability initiatives, and industry‑leading environmental stewardship.
Compensation, Perks & Benefits
workpinnacle offers a competitive salary commensurate with experience, along with a robust benefits suite designed to support you and your family:
- Health, Vision, Dental: Full, low‑cost coverage starting the first of the month after hire.
- Retirement Savings: 100 % match on the first 5 % of contributions with immediate vesting.
- Paid Time Off: Two weeks of vacation (increasing with tenure), plus sick leave, twelve holidays, parental leave, and paid volunteer days.
- Financial Wellness: Monthly cell‑phone reimbursement, tuition assistance, and scholarships for dependents.
- Fitness & Wellness: Complimentary access to a 24/7 virtual fitness center and wellness challenges.
- Professional Development: Funding for certifications, conferences, and continuous learning.
Application Process & Next Steps
Ready to make a measurable impact on a market‑leading organization? Follow these steps to apply:
- Prepare an updated resume highlighting your analytical achievements and any relevant industry experience.
- Craft a concise cover letter that explains why you are passionate about customer experience analytics and how you can drive value at workpinnacle.
- Submit your application through the link below. After a brief screening, you will be invited to a virtual interview with the hiring manager and a member of the analytics team.
We Want to Hear From You!
If this role sounds like the perfect fit, don’t hesitate. Apply today and let’s build the future of sustainable packaging together.
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