Customer Service Sr Analyst (Territory Planner) in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Sr Analyst (Territory Planner) based in United States.

This role supports large-scale customer service and equipment operations by optimizing service territories, routing structures, and delivery systems across North America.
You will leverage analytical expertise, operational knowledge, and technical tools to design efficient solutions that improve response times and customer experiences.
The position combines logistics strategy, project management, financial analysis, and stakeholder collaboration to drive measurable operational improvements.
Working closely with field teams and process owners, you will influence decisions that enhance service quality while maintaining cost efficiency.
This is an opportunity to contribute to complex operational initiatives within a global environment focused on innovation and continuous improvement.
The ideal candidate is a strategic problem solver who can manage multiple priorities and translate data into impactful business decisions.

The Customer Service Sr Analyst (Territory Planner) will be responsible for analyzing, designing, and improving service routing structures while partnering with operational teams to ensure successful implementation. Key responsibilities include:

• Optimize existing service and move territories through technical routing tools, operational standards, and data-driven analysis to improve repair response times and equipment lead times.
• Evaluate current delivery and logistics systems, identify improvement opportunities, and develop future-state strategies, project plans, and implementation timelines.
• Manage projects from planning through execution, including stakeholder alignment, issue resolution, progress tracking, and success measurement.
• Partner with local process owners, dispatch teams, and operational leaders to implement routing improvements and ensure long-term sustainability.
• Analyze financial impacts and make cost-based recommendations that balance customer service objectives with operational efficiency.
• Negotiate and reinforce national standards and operating principles while influencing stakeholders toward effective solutions.
• Support service and move dispatch operations by providing expertise, guidance, and additional operational support when needed.
• Manage multiple initiatives simultaneously while ensuring projects are delivered on time and aligned with business objectives.
• Conduct presentations, communicate recommendations, and provide updates to both technical and operational stakeholders.

The ideal candidate combines strong analytical capabilities, operational expertise, and customer-focused problem-solving skills. Required qualifications include:

• Bachelor’s degree or equivalent professional experience in operations, logistics, business, or a related field.
• Experience in customer service operations, dispatch, logistics, routing, or similar operational environments.
• Strong analytical skills with the ability to interpret data, evaluate processes, and develop effective solutions.
• Proficiency with Microsoft Office applications, especially Excel and Word, along with experience using multiple business applications simultaneously.
• Experience with enterprise systems and operational tools such as SAP, Salesforce, CETS, Roadnet, TOA, Service Power, Click, or similar platforms is preferred.
• Strong communication, presentation, negotiation, and stakeholder management skills.
• Ability to influence teams, manage change, and drive implementation across different business groups.
• Excellent planning, organizational, and project management abilities with attention to detail.
• Customer-focused mindset with the ability to connect operational decisions to customer experience and financial outcomes.
• Ability to work independently in a remote environment and travel as needed, with up to 50% travel required.
• Flexibility to support field initiatives, including occasional evening or weekend work when necessary.
• Knowledge of home office applications and infrastructure requirements.

• Competitive compensation range of $80,200 - $134,250 annually, based on location, experience, skills, and qualifications.
• Performance-based annual bonus opportunity with an 8% target payout.
• Primarily remote work opportunity with flexibility depending on business needs.
• Comprehensive healthcare benefits, including medical, dental, and vision coverage.
• Disability coverage and health-related reimbursement accounts.
• Employee Assistance Program (EAP) and additional insurance programs, including life, accident, and legal coverage.
• Retirement savings plan with employer-supported benefits.
• Paid time off programs, including vacation, sick leave, parental leave, and bereavement leave.
• Opportunity to contribute to large-scale operational improvements within a global organization.