Data Analyst (Service)

Company: FCP Euro
Location: Milford
Posted on: February 19, 2021

Job Description:

About FCP Euro

FCP Euro started as a small family-owned operation in 1986. Since then, it has evolved into a reputable worldwide automotive parts distributor, valuing quality goods and outstanding customer service. FCP Euro is a rapidly growing company that is looking for dedicated individuals who enjoy working in a culture of being the best.

Data Analyst (Service)

FCP Euro is looking to hire a data analyst (service) who will serve as the data team liaison to the customer service operation of the company, helping drive a better understanding of the quality of our customer service, customer needs, and service improvement.

The ideal candidate will be a self-starter, naturally inquisitive, feel comfortable in a lean and fast-paced environment, driven to delve deep into our datasets to deliver actionable insights on customer behavior, and able to effectively communicate those insights to stakeholders so we can better serve our customers.

Candidates should be open to learning and personal development as we are continuously learning new tools and technologies on our way to find the perfect mix. A "can do" mentality that can integrate disparate data sources into new pipelines and wrangle data is necessary. Candidates should have prior experience with Google Analytics, relational databases and SQL, as well as open source data analysis frameworks such as python/R, as they will be expected to expand and own the data infrastructure for their embedded area as well as contribute to the robustness of FCP's data infrastructure as a whole.

Data Analysts are expected to actively shape company culture, facilitating greater inclusion, engagement, be an embodiment of our core values, and raise awareness about data and its application potential. With guidance from your manager you'll be expected to be continually learning, testing assumptions, experimenting with new technology and breaking out of your comfort zone as we push back the borders of the unknown.

Responsibilities And Duties

• Integrates disparate data sources to monitor customer interactions, experience, reviews, overall satisfaction, and ship times.
• Builds out data gathering tools on customer experience such as surveys and review tools.
• Monitors data infrastructure for CCPA compliance.
• Identifies current and future KPIs and builds related data pipeline and reporting.
• Implements processes for automated scoring of customer interactions and flagging feedback for followup.
• Use various data sources to highlight improvements to interaction modeling and web site functionality.
• Interfaces directly with FCP Euro's Service Team to leverage data to improve customer satisfaction.
• Regularly reports findings to a broader audience.
  
  Qualifications And Skills
  
  • Strong communication skills, able to communicate complex processes and approaches to stakeholders
  • Passionate about data, the discovery process, how things work and how they can be improved through data
  • Analytical thinking - familiar with statistical concepts and able to visualize a process, test assumptions, question the current body of knowledge, and foresee future problems and applications of a given approach
  • Able to effectively visualize bulk data for business stakeholders
  • Google Analytics API experience preferred
  • Familiarity with customizable survey tools preferred (Qualtrics, Survey Gizmo, etc.)
  • Prior experience with relational databases and SQL queries
  • Prior R/Python experience preferred
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Keywords: FCP Euro, Milford , Data Analyst (Service), Professions , Milford, Connecticut