Job Description
Summary: The Vendor Engagement Analyst will be assigned to specific customer portfolios that have a group of third party vendors in it. This role bears in mind the customer's needs in terms of quality, cost, and delivery speed. The analyst needs to understand the critical factors of service level agreements as they pertain to performance. The analyst will be key in the development of a rating system to monitor performance of Third Party Vendors. Efficiency and sustainability will be the analysts' focus in proactively increasing customer satisfaction.
Day to Day
* Work with National Accounts Customers' third-party vendors to coordinate pest control services, by utilizing multiple interdependent proprietary application systems. Do a complete analysis on each application to identify customer and branch trends.
* Bolster customer satisfaction by creating and developing a tailored playbook of customer requirements to manage work orders, meet customer's demand, service requests and communicate service status both internally and externally.
* Audit, accept or reject, account changes submitted by field personnel, National Accounts sales organization, franchises, brands and subcontractors. Support the above teams as an active liaison
* Generate and analyze daily reports to coordinate Preventative Maintenance and Repair, audit work orders, rectify situations in which customers were not satisfied with services , prioritizing service for time sensitive issues, proactively identify breakdowns in communication , reporting inconsistencies ,maintaining service levels that boost efficiencies, strengthens and enhance customer's confidence and trust.
* Collaborate with service branches to ensure emergency situations have been handled and solved, recorded appropriately, and closed as applicable. Analyze, and Manage the closing trends and recommend best practices to both branches and our customers that leapfrog the service to another level.
* Manages the Price Increase/Decrease part of the business.
* Manages the Client Relationship as it relates to work-orders and distinct services.
* Make recommendations to field personnel and customers for process improvements, enhancements, and increased service frequencies through report analysis.
* Negotiate, and Analyze the service prices to ensure that it is beneficial to both parties
Required Skills & Experience
Must Haves
* Bachelors degree or 5+ years of relevant work experience
* 3+ years working in a vendor analytic related role
* Strong customer service background as they will be working with external customers / vendors and closely with internal teams
* Excel: pivot tables, v-lookups, x-lookups
* Tech savvy and able to pick up different tools quickly (there are a lot of internal tools they will be working with)
* Experience working in large data sets
* Ability to provide quick quality solutions
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.