Job Description The Sr.
Content Analyst on the Catalog Customer Service Team is a 2nd level support position responsible for troubleshooting and driving the resolution of concerns reported by customers for all catalog related content (e.g., fitment, non-application, taxonomy, spec’s, marketing copy, digital assets, supersessions, search, etc.) and system functionality with the company’s Customer Facing Catalog Systems.
They help to drive improvements to internal facing systems, processes, and programs, as well as those systems used by customers (based on feedback from both internal and external stakeholders).
The Catalog Customer Service Team builds and manages relationships with suppliers, 3rd party data providers, and internal and external customers to ensure the timely delivery and accurate display of catalog content in the electronic catalogs used by our customers.
NOTE: Open to remote work within the CDT and EDT zone.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned): Troubleshoot and drive the resolution of concerns reported by customers for all catalog related content in a timely manner Deliver, validate, and monitor catalog content from suppliers within electronic catalog tools and point of sale systems Communicate with cross-functional teams, internal and external stakeholders to help drive the resolution of issues Recommend and develop continuous improvements to processes that impact data ingestion, reports, and maintenance Create adhoc reports to aid business users and customers by enhancing established queries, as well as designing and developoing new queries using various end user query tools Develop and maintain appropriate documentation as required Develop/conduct training on new/changed processes as directed by department manager Provide subject matter expertise on the Customer Facing System processes for relevant initiatives and stakeholders QUALIFICATIONS Individuals must have 2-3 years’ experience working with structured query language (SQL) and relational databases as well as unstructured data sources.
Individuals must be able to enhance established queries, as well as design and develop new queries using various end user query tools.
Highly proficient in Microsoft suite of applications including Excel, Access, Word, Outlook and Internet Explorer; firm understanding of XML Strong analytical and troubleshooting skills Excellent customer service and communication skills; ability to communicate with a variety of contacts including external customers through both written and verbal communication Attention to detail with high degree of accuracy Strong knowledge of catalog content related to automotive products and associated vehicle applications EDUCATION and/or EXPERIENCE High School Diploma or GED plus successful completion of vocational technical program; 4-6 years automotive parts experience in a commercial aftermarket store, dealership or supplier community; or equivalent experience