Job Title:  CXEC Analyst - Summer Intern

No Relocation Assistance Offered
# 151302 - 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

Salary Range $18.52 - $23.00 USD / hour

Pay is based on several non discriminatory factors including but not limited to experience, education, skills and office location. In addition to your salary, Colgate-Palmolive offers a performance based bonus and competitive benefits package.

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.

Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Work that matters, fueled by passion for pets!  At Hill’s we have a purpose.  Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets. 

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries.  To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter and YouTube.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.