Customer Service Business Analyst
The primary purpose of the Customer Service Business Analyst will be to work with Cargill Protein Electronic Data Interchange (EDI) systems, maintaining smooth communications for order management (all EDI transactions) using EDI tools and ensuring smooth transitions when changes or maintenance are required.? This generally consists of tasks such as handling inbound/outbound documents, conducting auditing, handling relevant documents, and networking with partners. The EDI Analyst will be the point of contact for all EDI projects and support issues.? This role will work with information technology (IT) staff, customer service and other employees along with the customer to solve a range of problems related to EDI and to ensure the EDI program is working as intended.?The Customer Service Business Analyst will be the owner of the EDI process through Protein, influencing the business and the IT team. ?Position will be providing support to NA, multiple plants and working with other BUs delivering customer experience. Additional responsibilities will involve assisting on customer service projects, including analysis of data, test cases and implementation support.?Principal Accountabilities:40% Lead and manage the EDI processMonitor and provide first level resolution for EDI transactions, and identify opportunities to improve relevant processReview and correct failures on incoming EDI orders and outgoing EDI (could be ASN?s as well) documentsDocument and maintain policies and procedures related to EDIKeep up to date on EDI standards and trends and keep business informed of opportunities?Coordinate and monitor process improvementsSupport continuous improvement initiatives for EDI customersUse best practices and knowledge of internal or external business issues to improve service level (working with 3 Product lines (PL) warehouses)Perform audits to ensure quality standards are being met on a regular basis with Metrics?30% Customer Service Project SupportAnalyze data ? build tables, charts for easy analysis. Position will be analyzing data in order to provide solutions about data customer impact and delivery customer experience. Will be able to provide solutions and insights about EDI errors, issues, etc.Build and implement test cases for implementation of projects.Track outcomes of UA Testing?25% Daily Stakeholder Interactions/Relationship Management:?Lead initiatives for future EDI customers while working across stakeholders to gain consensus for new requirements?Act as resource to build knowledge of EDI across the businessUnderstand, translate, and document customer requirements to provide input for system improvement. Position will have the ability to influence the EDI teams and IT teams to implement projects for system improvement.Point of contact on the status of EDI transactions for external customers/trading partners?5%: Misc. DutiesSkills:
Required:??? Bachelor?s Degree with a minimum of 5 years of experience working within an EDI environment? 5 ?years of experience with EDI, Customer Service, Supply Chain, Operations or Sales? Experience in problem solving and implementing solutions? Demonstrated experience positively collaborating with customers and cross functional business partners? Excellent communication and presentation skills both verbal and written?? Ability to adapt and learn in a changing work environment while acting with a sense of urgency? Strong analytical and problem-solving skills? Demonstrated Microsoft office suite proficiency? Advanced Excel skills ? including pivot tables? Proven ability to make decisions with minimal supervision? Basic knowledge of functional integration and customer and business limitations? Ability to work overtime, holidays or weekends if needed by the business?Preferred:?? Knowledge of SAP or similar ERP systems? Cross functional business knowledge? Demonstrated analytical skills to be able to come up with creative and flexible solutions?? Process Orientation? Conflict resolution experience? Knowledge of Cargill Protein products, services, customer base and industry in relevant product line(s).? Root cause analysis???????????Core Competencies:?? Systems thinker- able to connect the seemingly unrelated? Exceptional organizational skills? Strong collaboration skills? Ability to manage multiple priorities, conflict resolution, holding self and others accountable for results? Self-directed- Ability to manage through complex service related issues with little oversight?