Customer Service - Process Improvement Analyst

Since 2011, small businesses and individuals have been blown away by our great prices and huge selection of more than 1 MILLION industrial supply products. Plus, they’ve enjoyed how easy it is to do business with Zoro and the quick delivery we offer.

The Process Improvement Analyst, Customer Service executes the process improvements, efficiencies and innovations using continuous process improvement principles and tools to achieve significant improvement results. They serve as a dedicated resource to work directly with the Supervisor, Process Improvement, managers and others to support PI. They help drive continuous improvement across all aspects of the Customer Service organization and play a key role in sustaining a culture of continuous process improvement.

* Identify and bring forward to management and leadership new Process Improvement project opportunities. * Serve as champion for driving Process Improvement and awareness. * Execute process improvement initiatives. * Identify and remove barriers to project success and solicit assistance as needed. * Document and maintain Process Improvement learning and share best practices across Customer Service teams * Schedule, resource, and lead the Process Improvement activities across the Customer Service Department. * Utilize various Process Improvement tools and define activities that are aligned with the business goals and objectives. * Report Process Improvement project status to management, process owners and teams. * Prepare detailed plans to track project performance and assure timely achievement of project deliverables.

* Four-year Bachelor’s degree required. * 2-3 years previous process improvement, management and implementation experience required. * Strong understanding of Customer Service processes from the customer, agent and business perspectives. * Demonstrated problem solving ability and project management skills. * Interpersonal skills, ability to work individually or in teams. * Ability to influence, negotiate and resolve conflict to ensure buy-in and common goals. * Outstanding team facilitation to manage implementation efforts. * Six-Sigma, Lead Development, Continuous Improvement experience preferred. * Effective verbal and written communicator at all levels for presenting plans and results. * Strong presentation skills including building, leading, teaching and delivering. * Ability to manage multiple priorities and work under pressure * Maintain effective work relationships with management, peers, and subordinates * Must be willing to work various shifts and hours at times to lead activities in all areas. * Required travel 25%.