Customer Experience Analyst

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

Transform the everyday with us!

The Customer Experience Analyst operates with a high degree of independence and is empowered to address and resolve complex issues. This role requires integrating specialized knowledge with a comprehensive understanding of industry standards and best practices. The analyst must possess a strong awareness of how their work aligns with and contributes to the broader objectives of the team and functional area. The position demands analytical thinking and proficiency in data analysis tools and methodologies, with a keen attention to detail in evaluating information and making informed recommendations. The role involves addressing variable and often complex issues that may have a broader business impact. Professional judgment is essential in interpreting data and presenting findings, while strong communication and diplomacy skills are necessary to convey complex or sensitive information effectively. The analyst’s work has a moderate but direct influence on the core activities of the business, with the quality and timeliness of their contributions significantly impacting the performance of both their immediate team and adjacent teams.

We are looking for a Customer Experience Analyst. This position is located

You’ll make an impact by:

• Must have strong Excel experience, meeting deadlines, and meeting high accuracy goals.
• Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
• "Transfers" expected to integrate processes and results from other workflows and disciplines to develop and accountably propose appropriate and effective solutions for significant parts of the solution.
• Manage the data workflow, as it interacts with the workflow in the CRM tools
• Utilize CRM tool to directly communicate with internal/external customers, suppliers, and affiliates.
• Primary focus will be supporting multiple product lines within the assigned business segment for customer types, including industrial, and construction distributors, end user accounts, and OEMs.
• Follow up and engage stakeholders as required until the expected release date for open orders is addressed accordingly.
• Develop knowledge of assigned products within the division and systems to move within the Customer Support Organization.
• Develop lasting professional relationships within the organization, including plants, warehouses, sales, standard pricing, product managers, and buyers.
• Understand the business unit organizational charts, allowing you to escalate and resolve issues within the organization.
  
  

You’ll win us over by having the following qualifications:

Basic Qualifications:

• 2+ years of experience using SAP, CRM systems, and Quotation tools.
• 2+ years of practical customer support experience supporting industrial, construction, mechanical, and/ or electrical industries.
• Proficient with Microsoft Suites.
• 2+ years of practical Customer Support experience and/or related field (Phone/Web/or Live Chat)
• 2+ years of demonstrated ability to reproduce a customer problem, isolate cause(s), and drive resolution.
• 2+ years of experience with secure wireless and/or automation product experience required.
• Ability and desire to learn the assigned business segment product line and take internal product training classes.
• Ability to complete the required training program.
• Must be authorized to work in the US without the need for sponsorship now or in the future.
  
  

Preferred Qualifications:

• Experience with managing software applications preferred.
• Strong data analytical and problem-solving skills in identifying patterns and trends.
• A self-starter.
• Ability to work within a team environment.
• Desire to grow within the company.
• Excellent verbal, written, and organizational skills.
• Ability to multitask and handle a high volume of work accurately.
• High Level of professionalism and excellent customer service skills.
• Demonstrated logical reasoning, situational, and time management while presenting a positive attitude with customers and co-workers.
• A bachelor’s degree in a related discipline is preferred.
  
  

You’ll benefit from:

• Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
• The pay range for this position is $46,130-$79,080. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
  
  

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose, adding real value for customers. Learn more about Siemens here.

Our Commitment to Equity and Inclusion in our Diverse Global Workforce:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us.

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Criminal History

Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.