Customer Care Business Analyst
- Minneapolis, MN
Today, SICK is a leading manufacturer of factory, logistics and process automation technology worldwide. With more than 1,000 patents for its products, SICK continues to lead the industry in new product innovations. We are unlocking the sensor intelligence to power forward the fourth industrial revolution, Industry 4.0, in factory, logistics and process automation. The diversity of its product line allows SICK to offer solutions at every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, logistics, parcel, material handling, oil and gas, chemical/HPI, power, and cement industries.
This position has the primary responsibility of supporting current state SAP business processes as well as the development of new SAP business processes designed to drive revenue growth while providing an Amazing Customer Experience. This role will own the continuous process improvements required across the organization by understanding the buying behaviors across customer accounts and the internal dependencies required to facilitate execution. The successful candidate will possess leadership, communication, analytical skills, and will be adept in business analysis.
Understand customer care integrated business processes; identify and recognize global integration consequences
Serves as analytical resource for root cause analysis and issue resolution
Standardizing processes across all business domains
Eliminating difficulties users face in their daily routine
Maintaining awareness of user expectations throughout the system
Monitoring the performance, effectiveness, and efficiency of specific core business processes
Maximize the return on investment (ROI) for recent deployments of SAP and CRM platforms.
Oversees process development, documentation, and reporting for new or altered business process functionality.
Facilitates an annual audit of actual business processes
Create documentation & training material within the customer care business unit.
Be the key leader for maintenance of a Portal-related cross-functional process improvements to operational outcomes (On Time Delivery, Employee Productivity, and Cash Collections).
Create and execute solutions to improve day to day functional support, manage processes for operational and Portal tool decisions to deliver cost effective and resilient processes, and work closely with cross-functional teams to deliver highest quality solutions for our employees and our customers.
Education and Experience
Bachelor's degree in Business, Finance, Information Systems, or a related field preferred
BA/ BS preferred or equivalent experience with a background in Supply Chain Procurement, Customer Service, or related business with Portal /e-Commerce emphasis
Mid-level experience in an Customer Service operational process improvement role
Experience with Supplier Portal tools & infrastructure, both 3rd Party (SAP / Ariba, Jaegger, …) and customer-specific proprietary portals
Experience with wing to wing Quote - to - Cash processes
Experience leading business process improvement on enterprise-wide technology platforms (SAP, Dynamics CRM,)
Advanced-level SAP experience
Advanced-level experience leading others to successful digital operational outcomes through influence
Experience with Six Sigma, Lean Sigma, Kaizen methodologies preferred
Demonstrated coaching and leadership skills with proven, positive results required.
Strong professional leadership and communication skills with the ability to influence.
Excellent understanding of what differentiates a Customer Care capability in the Industrial market place.
Ability and willingness to work alternative schedules including weekend, and on-call hours as needed
Legally permitted to work in the United States
Ability to work in a general office environment
Ethics and Integrity Personal Growth and Learning, Intense Customer Focus, Personal Accountable, Building Effective Relationships, embodies The SICK Way.
If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we're the place for you! SICK, Inc. has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.
Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V
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