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: 

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

• Ensuring sales order completion on SAP S4/Hana. This includes troubleshooting & resolving incomplete orders found in SAP IDOC or SOFI.
• Develop/update Knowledge Sharing Documents, standard operating procedures and other reports as assigned pertaining to the Customer Care Department.
• 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.
• 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.
• 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.
• Demonstrates adept use of Microsoft Office, SAP S4/Hana, Service Cloud, and other systems utilized in the Customer Care Department
• 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.
• 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.
• 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; 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.
• Quality: Ensure awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments.
• Execute plans and contribute to Lean processes. Communicate to peers and senior management as needed.

• Must have Strong SAP (S4/Hana) knowledge and Service Cloud.
• Superior EDI and technical skills.
• Computer literate (e-mail, Microsoft Office)
• Strong analytical skills, Visual modeling skills, documenting models of the processes, Problem solving, critical thinking and strong communication skills.

• 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.
• Establishes and promotes a work environment that supports the Quality Policy and Quality System.
• 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.
• Utilizes/interprets advanced data to present documentation and analysis and resolve complex problems.
• Performs complex or specialized assignments usually in the nature of projects, requiring working independently.
• Design, develop, or modify area-specific processes or procedures.

• 3-5 years of relevant work experience

• Minimum College Diploma