Customer Engagement Analyst; On-site

Customer Engagement Analyst (On-site)

Kaplan Early Learning Company is growing and seeks to hire a Customer Engagement Analyst (On‑site). For over 50 years, Kaplan has championed children by providing research‑based curricula, enriching classroom environments, and innovative technology solutions that inspire a lifelong love of learning in children and educators.

Incumbent will work independently to support and drive our sales growth initiative, profitability, and commitment to quality customer service by evaluating, auditing customer requirements, and ensuring we meet those needs efficiently. The position contributes to the company’s success by assessing order requirements, inventory status, supervising labor assignments, confirming order status, and coordinating delivery of K‑trucks or Special Delivery Orders with internal departments and sales representatives.

The role partners with Merchandising, Playground, Sales, Purchasing, Customer Support, and Operations to execute customer engagement plans and provides analyses to leadership to inform key performance indicators. The staff member also audits employee adherence to processes and identifies training opportunities.

• Independently monitor and record customer requirements in our systems to proactively ensure customer satisfaction, support sales, and help customer service agents meet those requirements.
• Analyze data and directly partner with Merchandising, Purchasing, Customer Support, and Operations regarding customer feedback, order completion rates, special follow‑ups, attendance, phone reports, and execution against correct processes.
• Serve as a specialist in k‑truck deliveries, ensuring delivery needs are met with temporary labor, installers, and order fulfillment.
• Develop and maintain comprehensive knowledge of Hub Spot, People Soft, and other software to create improved processes as identified.
• Develop and maintain comprehensive knowledge of specific order requirements and guidelines, including customer account knowledge.
• Proactively identify agents who need remedial or enhanced training in daily duties.
• Ensure appropriate information is communicated to Customer Support staff members for appropriate customer action.
• Explore, identify, and make recommendations to create more efficient procedures and communication in customer engagements.
• Collaborate with internal departments, establish, and lead meetings to discuss or propose areas of enhancement or alternative strategies that drive customer loyalty and internal excellence. Assist management in driving implementation and successful outcomes.
• Collaborate with management on special projects to drive exceptional customer engagements.

• Degree preferred.
• 5+ years of related experience in B2B client services or a customer‑service leadership role working with internal/external customers.
• Comprehensive industry‑specific knowledge of Kaplan and company internal processes.
• Ability to think strategically, creatively, and analytically.
• Proficiency in using MS Excel and Word.
• Strong knowledge of People Soft with the ability to build queries or learn query‑building skills.
• Strong knowledge of Hub Spot preferred.
• Self‑motivated and proactive with excellent organizational, communication, and prioritization skills.
• Exceptional work ethic and flexibility to changing business demands.
• Ability to perform under pressure and meet deadlines.
• Demonstrate enthusiasm toward colleagues and customers.
• Ability to build effective working relationships inside and outside the organization.
• Acts with a sense of urgency.
• Advanced problem‑solving skills and keen attention to detail.

• Competitive pay rate
• Paid Time Off including holidays
• Paid Maternity/Paternity Leave Supplemental Program
• Childcare Discounts
• Medical, Dental, Vision Insurance
• Matching 401(k) Plan plus a suite of financial educational services to include consultations with licensed representatives
• Short‑term disability and long‑term disability income replacement programs through Voya Insurance
• Educational Tuition Assistance
• Verizon and AT&T Discount
• YMCA Discount
• Employee Referral Bonus
• Life Mart Discount Shopping Website
• Kaplan Outlet Center Discount
• Pet Insurance

Please include your salary range requirement.

Kaplan Early Learning Company is an Equal Opportunity Employer. We embrace differences, welcome diversity, and value a culture of respect.

Mid‑Senior level

Full‑time

Other

Education Administration Programs

Winston‑Salem, NC – Salary Range: $75,000.00 – $