Dealer Relations and Insight Analyst

Fond du Lac
Full Time

Are you ready for what’s next?  

Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond.  Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. 

Job Description:

Cultivate and maintain good lines of communication between Mercury and dealer service teams.  Measure and improve customer CSI tracking using internal, commercial, and programming tools to extract meaning from data; design analytic tables, reports, and dashboards; and develop qualitative and quantitative methods for characterizing data. This individual will also maintain a connection with Mercury’s dealer network to support dealer development.


Primary Duties and Responsibilities:

  • Assistant to the Director of US and Canada Mercury Service Operations | Customer Care
  • Support field staff.
    • Inventory and order processing
    • Fleet management
    • Build and maintain SalesForce and Power BI reports to support the business.
    • Update territory maps
  • Maintain New and Upgraded Dealer Tool Lists
  • Manage the Dealer Service Level Scorecard (DSLS), including monthly reports, upgrades, downgrades (April/October), and variance request processing.
  • Manage Customer Service Index (CSI) program and reports. 
  • Maintain Service ISO Documentation
  • Obtain quotes and write Oracle requisitions for purchases.
  • Support key dealers in making specific training standards are being followed.
  • Communicate with internal teams to improve customer service.
  • Handle escalated consumer inquiries, including follow-up and all communications.
  • Perform other associated and adjacent duties as assigned.
  • Develop and Perform CSI / NPS training.
  • Provide product managers with monthly CSI reports relating to their products (voice of the consumer)
  • After-hour involvement may be required periodically
  • Minimal travel may be required.

Knowledge, Skill, and Ability Requirements:

  • Ability to independently make decisions and solve problems.
  • Detail-oriented, resourceful, and able to manage shifting priorities.
  • Verbal and written skills necessary to communicate effectively with all levels of the organization.
  • Positive attitude and upbeat demeanor
  • Self-motivated with a strong customer focus
  • Ability to understand and adapt quickly to new technologies and systems.
  • Ability to remain calm and positive in stressful situations.
  • Working knowledge of Salesforce or other CRM software
  • Proficient in M.S. Office (Word, Excel, PowerPoint, PowerBI)
  • Desire to rapidly learn customer service policies and become well-trained in product knowledge that can be critical for offering quick and accurate customer assistance.

Education Requirements:

  • Minimum requirements: 5+ years of experience in a sales or customer service role
  • Desired requirements: bachelor’s degree in business, marketing, management, or related field

Next is Now!  
We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process. 

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

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