Job Summary: Analyst role focused on monitoring, analyzing, and improving processes related to customer service, warranty, and returns, leveraging data to drive strategic decisions. Key Highlights: 1. Analysis and monitoring of warranty, exchange, and return KPIs 2. Development of managerial dashboards and financial impact reports 3. Strategic support to departments such as Logistics, Sales, and Quality **Requirements:** * Experience in operational or financial data analysis. * Experience with customer service, after\-sales, or warranty metrics. * Experience in return, exchange, or quality control analysis is a plus. * Experience building managerial dashboards. * Experience in root cause analysis is considered a plus. * Advanced Excel (Pivot Tables, VLOOKUP, SUMIFS...). * BI tools such as: Microsoft Power BI. * Knowledge of operational KPI analysis. * SAP knowledge is a plus. **Responsibilities:** * Monitor and analyze KPIs related to warranty, exchanges, and returns. * Track customer service metrics (SLA, response time, resolution rate). * Analyze return reasons, identifying patterns by: Product / Region / Representative / Department / Financial value. * Prepare financial impact reports for returns and exchanges. * Develop managerial dashboards for performance tracking. * Conduct monthly comparative analyses (trends, seasonality, period-to-period variation). * Identify opportunities to reduce return-related costs and improve processes. * Support departments such as Logistics, Sales, and Quality in data\-driven decision making. * Ensure integrity and standardization of warranty and return information.
João Silva
Indeed · HR
João Silva
Indeed · HR
