Business Analyst (Customer Care)-Hybrid

Business Analyst (Customer Care)-HYBRID

One Year Contract

Location: Brampton- HYBRID-2 days in the office (Tues/Wed)

Hours 9:00am - 5:30pm

Salary: Up to $75K + 5% BONUS

As a global medical technology leader for more than 35 years, their mission is to transform lives through innovative medical solutions that improve the health of patients.

PERKS:

• Full Benefits on the first day of employment includes dental; health and HCSA but no pension plan.
• A family environment with very low turnover
• 4 weeks’ vacation for a one-year period OR 6% vacation pay
• Growth potential
• Company events

Key Responsibilities:

• Demonstrates adept use of Microsoft Office, SAP S4/Hana, Service Cloud, and other systems utilized in the Customer Care Department
• Ensuring sales order completion on SAP S4/Hana. This includes troubleshooting & resolving incomplete orders found in SAP IDOC or SOFI.
• Perform root cause analysis on problem areas and define opportunities for improvement.
• Identify ongoing opportunities and approaches for automating functional business processes. Work with users to recommend improvement programs and enhancements to processes.
• Execute plans and contribute to Lean processes. Communicate to peers and senior management as needed.
• Sarbanes Oxley: Audit 404: Check quarterly the process in respect with the procedure; Implement correctives actions; Archive necessary documents.
• Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value-added services; Analyses customer requirements and supports others to achieve anticipated results; Models strong inter-personal skills in communicating with the customer.
• Develop and report presentations utilizing Excel / Access / Power Point that accurately depict trending data by function/process. This role also requires the individual to recommend solutions for improvement in areas like S4 (Sales Order Fulfilment) and Service Cloud and requires the ability to clearly communicate both written and verbally.
• Business Management: Supports the supply chain management activities; preparing reports, summaries, analysis, and documentation on team management; Monitors service indicators; key contacts, reports, and company policies; Recommends process/procedural improvements; Provides monthly reports on activities.
• Quality: Ensure awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments.
• Industry Knowledge: Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; has a broad understanding of industry trends and their impact on local/regional sales activities.
• Develop/update Knowledge Sharing Documents, standard operating procedures and other reports as assigned pertaining to the Customer Care Department.
• Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value-added services; Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer.
• Execute plans and contribute to Lean processes. Communicate to peers and senior management as needed.

Requirements:

• Must have Strong SAP (S4/Hana) knowledge and Service Cloud.
• Strong analytical skills, Visual modeling skills, documenting models of the processes, Problem solving, critical thinking and strong communication skills.
• Minimum College Diploma
• 3-5 years of relevant work experience
• Design, develop, or modify area-specific processes or procedures.
• Superior EDI and technical skills.
• Establishes and promotes a work environment that supports the Quality Policy and Quality System.
• Utilizes/interprets advanced data to present documentation and analysis and resolve complex problems.
• Computer literate (e-mail, Microsoft Office)
• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
• Performs complex or specialized assignments usually in the nature of projects, requiring working independently.
• Extensive knowledge in specialized functions. Applies extensive knowledge of business concepts, procedures and practices and a complete understanding of fundamentals in a functional area and working knowledge of other related disciplines.