Business Process Analyst - Alpharetta, United States - Avanos Medical

Avanos Medical Alpharetta, United States

2 weeks ago

Description

The role
This position is primarily responsible for leading optimization of the Customer Service processes.

The incumbent will work closely with various cross functional teams, as well as SAP system users to develop lasting solutions to make Customer Service more efficient.

The incumbent will monitor trends in business and team member performance to identify opportunities and help implement tool and process design changes to improve results while utilizing Lean Principles and Tools to drive innovation within the Customer Care organization.

These individuals operate in a fast-paced, dynamic environment which requires independent problem solving and higher-level analytics in order to succeed.

The incumbents are required to effectively manage their systems and processes, support and strengthen their customer relationships, and prioritize work – all while making cost effective decisions.

Success in this role requires independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal), and the ability to problem solve customer issues quickly and efficiently.

This role requires strong data management and analytical skills, problem solving, independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal).

Essential Duties and Responsibilities:

Evaluate current processes, identify gaps, and develop business process and/or systems solutions to close the gaps and drive superior business results.

Lead development and communication of policy and procedure documentation.

Drive compliance to best practices and standard business processes in Customer Service according to established process maps and documented procedures.

Analyze data and reports to identify improvement opportunities, noncompliance issues or further training or development needs.
Ensure training materials are audited and updated according to business process enhancements.
Provide training to users in pre-defined classroom settings or in ad hoc sessions as necessary to support user needs.
Respond to user issues by providing a high level of collaboration and responsiveness to resolve critical business challenges.
Drive Continuous Improvement culture within Customer Service.
Works cross-functionally with other teams and departments to gather insights which will improve customer experience and transactional effectiveness.
Identify and drive improvements in Customer Service and ensure that improvements are aligned with customer and business objectives.
Utilizing project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met.
Qualifications

Required:
Bachelor's Degree or equivalent business experience
3+ years' experience in Customer Care, Supply Chain, Sales Operations, or related field
Experience in SAP systems and processes
Multiple functions, plant or cross sector experience is preferred.
Strong communication and collaboration skills, specifically in a training environment
Willing to challenge the status quo and facilitate different perspectives to drive solutions

Preferred:
Experience in Salesforce Dot Com (SFDC) systems and processes
Experience in EDI IDoc Errors (850, 855, 856, and 810)
Knowledge of Continuous Improvement and/or LEAN principles and tools
Intermediate/Advanced Excel skills
Strong project management skills
Strong organizational skills including attention to detail

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