Product and Customer Analyst

Job Listing No: 9740000

Product and Customer Analyst

OVERVIEW: This position acts as the central point of contact for Bunge Oils Customer Service to provide customers with requested and/or regulatory required information about Bunge and its products.  This position will be the architect of the customer document request process and documentation system.  This person cultivates a variety of subject matter experts to resolve out of the ordinary documentation requests. Additionally, this position will be the final escalation point for resolution management purposes as well as analyze customer, complaint, dispute and other cost of failure trends.    Bunge is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled    ESSENTIAL FUNCTIONS:Develop and maintain third party and customer specification databases to provide frequently requested or regulatory required information about Bunge and its products to our customers.  Work with the various internal areas to ensure information provided to our customers within regulatory and contractual agreement compliance.  Provide feedback and assistance to the internal areas where information may be lacking in our customer/product documentation databases.Continuously work to improve the effectiveness and efficiency of our customer / product documentation storage and gathering processes.  Acts as a central point between Sales, Product Management, Regulatory and Operations with respect to product information and documentationWork with sales team and/or customers to understand documentation requirements and collect the requested/required information for new and existing product (including specifications, nutritional, sustainability, insurance, functional information, etc.)Collect and analyze customer service key performance indicators and cost of failure data from various sources.  Provide recommendations for improvement areas based upon analytics.  Maintain reason code structure and CRM system to support customer complaint processDevelop and disseminate cost of failure reporting using CRM complaints database, dispute tracking systems, SAP, BW and TableauOversee dispute management, identify improvement goals, and approve disputes within set limitsDevelop customer and channel scorecards to improve customer relationships and visibility to customer issues BA/BS in business, supply chain, statistics, quality management or/demonstrated experience4 to 6 years of related experience required with at least 2 years experience in customer service, sr. administrative role or analytics positionWorking knowledge of systems such as SF.com, SAP, BW, Tableau, EDI, and Customer interfacesWorking knowledge of informational databases (Microsoft Access, Project Manager) logic systemsWorking knowledge of Word, Excel, Lotus Notes, and SAP requiredStrong background and/or course work in reporting, analysis, statistics and process improvementAbility to manage multiple projects under strict timelines and work independentlyStrong verbal and written communications skills combined with the capability to interact effectively with department, company, or customersTravel required – approximately 10%

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