Customer Experience Analyst

Description

Job Details

USCS is dedicated to advancing, innovating, and serving companies seeking "Best in Service", facilities, and logistics in the cold chain. We are an employee-focused, equal opportunity employer and would love to have you join our team.

As a Customer Experience Analyst, you will play a pivotal role in enhancing customer satisfaction and driving business through data‑driven insights and strategic support. This position combines analytical expertise with strong communication skills to deliver tailored solutions that meet customer needs and objectives. You will collaborate closely with internal teams and external stakeholders to provide actionable reporting, manage key initiatives, and ensure seamless implementation of services.

Ideal candidates are detail‑oriented problem solvers with a passion for leveraging data to improve customer experience and a desire to continuously learn and grow within the dynamic cold chain and supply chain industry.

• Gather and synthesize data to create customer‑specific reports and provide feedback to drive insight for the customer.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Work with existing customers to implement and/or explain how new or additional services will help them achieve their business goals.
• Assist with challenging customer requests or issue escalations as needed.
• Conduct training sessions and create training materials to enhance experience with the customer portal.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Analyze and create sales reports and market feedback from internal and external sources to identify key issues, trends, opportunities, and growth for use in business development and program management.
• Support day‑to‑day relationship with customers in concert with the designated Business Development professional.
• Respond to RFPs (request for proposals), proposals, and business reviews for customers.
• Perform analysis and conduct research to provide data for insight into key customers and the cold chain industry.
• Identify, report, and monitor relevant KPIs (Key Performance Indicators).
• Develop and maintain strong relationships with key business liaisons.
• Lead project management activities that support the customer.
• Utilize data from disparate systems, including TMS (Transportation Management System), WMS (Warehouse Management System), CRM (Customer Relationship Management) to provide cohesive reporting.
• Leverage Tableau to create interactive dashboards and visualizations that communicate key insights and support data‑driven decision‑making.

• Location and Department:
  Camden, NJ, Business Development/Customer Experience
• Reports To:
  
  Senior Manager, Customer Experience & Key Accounts
• Travel Amount:
  Willingness to occasionally travel, 10-15% depending on assigned strategic accounts.
• Job Type, EEO, and Job Code:
  Full‑Time, Exempt
• Salaried, Bi‑Weekly Paid
• Salary Range: $65,000.00 – $75,000.00/yr.

• Bachelor’s degree in supply chain management, marketing, management or a degree in a similar field.

• Entry Level
• Experience in supply chain, transportation, warehousing, and/or food manufacturing is desired.
• Project management skills.
• Strong interpersonal and communication skills required.
• Strategic thinker – able to describe and sell a vision to business stakeholders.
• Adept at problem solving and interpreting and leveraging data insights to enhance customer experience.
• An appetite to learn and continuously improve own personal development/skills and business knowledge.
• Highly proficient with Microsoft Office including Word, Excel, PowerPoint, etc.

• Good arithmetic, reading, and typing skills.
• Sit and/or stand for extended periods of time.
• Be able to see, speak, and hear.
• Ability to work overtime as needed.
• May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.
• Understand and follow verbal instruction, written…