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A part of Colgate-Palmolive since 1976, Hill's Pet Nutrition offers the highest-quality pet nutrition available through product lines Prescription Diet® and Science Diet®. Veterinarians worldwide recommend and feed their own pets Hill's products more than any other brand of pet food.

Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods.

We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life.

A career at Hill’s Pet Nutrition or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title:  CXEC Analyst - Summer Intern

Travel Required?:  Travel - up to 10% of time
Date:  Sep 9, 2022
No remote working option

 No Relocation Assistance Offered
# 143683 - Topeka, Kansas, United States

 

The Customer Experience Service Center (CXEC) Analyst Summer Intern for Hill's Pet Nutrition provides critical analysis to improve service forecasting and planning by reviewing customer interactions by type and reason codes. The role collaborates between Success Operations and the Call Center teams to ensure key performance indicators are maintained by providing critical analysis that includes reviewing interaction coding, customer trends, and gaps in coverage. The position strives for process improvements to minimize service interruption, improve customer experience and support issue resolution. 

 

Principal Duties and Responsibilities

 

  • Research best practices and benchmark KPI reporting in Contact Service Centers to optimizing customer experience in Hill’s

  • Work with Success Operations and Call Center Leadership to lead one key initiative to drive department continuous improvement 

  • Monitors performance metrics (KPI's) to understand service and efficiency trends and identify opportunities for improvement; share performance information to develop collaborative approaches to correct inefficiencies 

  • Develop CXEC communications that educate teams on product benefits, customer experience and increase resilience

  • Support corporate projects and activities to gain understand of cross functional collaboration with Commercial, Supply Chain and Customer Service and Logistics’ teams

 

This is not an exhaustive list of duties or functions.

 

Education/ Experience Requirements

  • Minimum of a 3.0 GPA

  • Have completed junior year by May of 2020

  • Graduate on or before May 2021

  • Degree focus in Business Analytics, Logistics, Supply Chain or related degree program

  • Proficient in Microsoft Excel, Word, Google suite, email 

  • Strong analytical skills, communication skills, and ability to plan and prioritize

  • Willing to relocate within the US after graduation 

 

Expected Areas of Skills 

  • Demonstrated analytical skills and attention to detail 

  • Proficiency with planning systems and Microsoft Excel, Access, Word and Powerpoint

  • Excellent written and verbal communication skills and interpersonal skills

  • Strong decision making skills and sound judgment to manage projects

  • Innovative and willingness to drive process improvement 

 

Leadership Competencies (Should match the Colgate Global Competencies) 

  • Planning/Priority Setting     

  • Teamwork and Collaboration      

  • Effective Communication

 

Functional Competencies (Should match the Colgate Global Competencies) 

  • Business and Financial Analysis

  • Leveraging Systems and Information

  • Customer Experience Understanding

 

Working Relationships (Key partnerships and reporting relationships)

  • Does this position supervise:  No

  • Reports To: Customer Fulfillment Operations Manager 

 

Relationships:  

  • Operational Call Center teams

  • Corporate Customer Fulfillment teams

  • Vet Consultative Services

  • Corporate Commercial teams

  • Hill’s Customers 

  • Warehouse Management

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law


Nearest Major Market: Topeka

Job Segment: Logistics, Call Center, Supply Chain, Supply, Business Process, Operations, Customer Service, Management