New

Shared Services Analyst

WillScot
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Florida, Orlando
801 Jetstream Drive (Show on map)
Apr 23, 2025
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us! ABOUT THE JOB: The Shared Services Analyst (SSA) will own all aspects of the reporting and KPI tracking within the WS Customer Success function. This role will support setting up reports within the CRM and Operating Systems that will support efficient planning for resources and performance management. This position will have direct impact on key performance metrics such as productivity and customer satisfaction. A successful SSA will adhere to WillScot safety policies, relevant state and regional laws and regulations. The Shared Services Analyst will maintain excellent service standards, respond efficiently to inquiries, strive for high system functionality, and excel in Williams Scotsmanas Core Values of Collaboration, Empowerment, Excellence, and Innovation. WHAT YOU'LL BE DOING: Responsibilities of the Shared Services Analyst include, but are not limited to: Safety/Environment Conducts business in compliance with all WS Safety, Transportation, and Environmental Policies Maintains branch driver qualification (DQ) files for all in-house drivers. Files include documentation such as proper and up-to-date licenses, driving records, background and medical clearances and others Efficient Use of Resources Work with IT and integration teams to ensure a proper workflow that is relevant to customer success tasks Support upkeep of user and supervisor dashboards within Salesforce Work with IT and integration teams to ensure a proper workflow that is relevant to customer success Sending daily, weekly, monthly, and annual reports out to field and internal teams Continue to research tools for Service Cloud to improve user and customer experience Support set up for new users which includes: Configuring screens in Salesforce for the Customer Success Rep SAP displays Develop reports that will make the users more efficient. Properly monitors utilizes CRM to update customer orders, delivery schedules, and communicate with other WS employees in support of customer needs Report out on proper Contract Compliance from SAP Develop and document training process for KPI reporting and dashboard reviews Forecast and monitor phone volume and resource planning Manage Quality Assurance Monitoring, Reporting, and Training Assist in Training Development and Organization Customer Focus Proactively uses Net Promoter System (NPS) to provide timely correspondence and to address internal issues. Provide an overview of potential develop root causes for results. EDUCATION AND QUALIFICATIONS: Education and Qualifications Bacheloras Degree required 2+ years relevant experience preferred Demonstrated ability to connect business requirements to system solution Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com and SAP experience is a plus Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customersa needs and working with customers in a consultative manner to meet and exceed their needs and expectations. Abilities and Other Requirements The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required. Manage large number of emails and request Build sustainable relationships and trust with internal departments Provide accurate, valid, and complete information by using the right methods/tools Follow communication procedures, guidelines, and policies In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers, and customers in person and by phone. Travel for training may be required. WillScot is an AA/EEO/W/M/Vet/Disabled employer Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere. WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!