About this role
Service Excellence Analyst On Site
Company Description: Performance Foodservice, PFG’s broadline distributor, maintains a unique relationship with a variety of local customers, including independent restaurants and hotels, healthcare facilities, schools, and quick-service eateries. A team of sales reps, chefs, consultants, and other experts builds close relationships with customers — providing advice on improving operations, menu development, product selection, and operational strategies. The Performance team delivers delicious food but also goes above and beyond to help independent restaurant owners achieve their dreams.
Job Description: We Deliver the Goods: • Competitive pay and benefits, including Health & Wellness Benefits, Employee Stock Purchase Plan, RRSP, Paid Direct Drug Card, & Scholarship Opportunities for children of associates, Paid Time Off, and much more • Growth opportunities performing essential work to support North America’s food distribution system • Safe and inclusive working environment, including culture of rewards, recognition, and respect. Position Purpose: The Service Excellence Analyst is responsible for analyzing customer, operational, and service performance data to identify trends, improve customer experience, and reduce operational errors. This role partners with business leaders, customer service teams, and operational stakeholders to develop reporting, monitor key performance indicators (KPIs), and recommend process improvements that drive service excellence, efficiency, and quality outcomes.
Primary Responsibilities: Collect, analyze, and interpret customer experience and operational performance data. Develop, maintain, and automate reports, dashboards, and scorecards to monitor service performance. Identify trends, patterns, and root causes impacting customer satisfaction and operational accuracy. Provide actionable recommendations based on data-driven insights. Track and report key performance indicators (KPIs), service level agreements (SLAs), and quality metrics. Customer Experience Improvement Analyze customer feedback, survey results, complaints, and service interactions to identify improvement opportunities. Partner with business leaders to develop initiatives that enhance the customer experience. Monitor customer satisfaction metrics and measure the effectiveness of improvement efforts. Support the implementation of customer-centric best practices across the organization. Required Qualifications: 2+ years of experience in data analysis, operational reporting, customer experience, quality assurance, or related roles. Experience analyzing large datasets and translating findings into business recommendations. Strong proficiency with Microsoft Excel, Power BI, Tableau, or similar reporting tools. Knowledge of KPI development, trend analysis, and root cause analysis methodologies. Strong analytical, problem-solving, and critical-thinking skills. Excellent written and verbal communication skills.
Key Competencies: Data Analysis Customer Focus Continuous Improvement Root Cause Analysis Problem Solving Business Acumen Attention to Detail Communication & Presentation Skills Success Measures Improvement in customer satisfaction scores. Reduction in operational error rates. Increased process efficiency and service quality. Timely and accurate reporting of service metrics. Successful implementation of process improvement initiatives. Strong stakeholder adoption of data-driven recommendations.
Required Qualifications: 2+ years of experience in data analysis, operational reporting, customer experience, quality assurance, or related roles. Experience analyzing large datasets and translating findings into business recommendations. Strong proficiency with Microsoft Excel, Power BI, Tableau, or similar reporting tools. Knowledge of KPI development, trend analysis, and root cause analysis methodologies. Strong analytical, problem-solving, and critical-thinking skills. Excellent written and verbal communication skills.
Preferred Qualifications: Experience working in customer service, operations, contact center, healthcare, retail, logistics, or service-oriented environments.
EEO Statement: Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.