COC Process Analyst
Asuncion de Belen, CRI
hace 4 días

Department Overview

The Customer Operations Core Team provides administration and support for the following tasks :

  • Special prices to Marketing, Sales, and Customer Service personnel in the US
  • Point of Sales to 3M distributors
  • Customer Relation Manager, to grant access to Sales Force Platform to our clients.
  • VSRM , to grant access to 3M B-Com Platform to our clients
  • Service Automation. To support Customer service representative automation tasks
  • Job Duties (include but are not limited to) :

    Process analyst is in charge to provide support to different Customer Operations areas : Pricing, POS, CRM, VSRM, Service Automation.

    In this position, the person has the important responsibility to have operational leadership to drive COC continuous improvement and eliminates costly redundancies with multiple sources of information.

    Also, under process team we also have the Service Lead structure, which the main objective is to harmonize the COC processes for the Global Services Centers, oversee and manage the COC process, governance and best practice sharing across COC network.

    The Process Analyst will be in charge of :

  • Develop process improvement procedures to improve operational efficiency.
  • Analyze current process standards and metrics in order to provide solutions for improvements.
  • Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes.
  • Coordinate with Subject Matter Experts to develop process improvement reports for setting forth progress, adverse trends and appropriate recommendations and conclusions.
  • Prioritize and implement process change requirements based on the critical project needs.
  • Determine requirements and personnel resources required for process re-engineering of process change.
  • Inform respective teams on process improvement and re-engineering strategies.
  • Work with the team to recommend appropriate changes in process / approach.
  • Prepare communication plans regarding process re-engineering for multiple stakeholders.
  • Manage projects involving engineering, research, maintenance, and operations.
  • Train and guide resources as needed.
  • Update and maintain documentation on process improvements and process performance.
  • Minimum Qualifications :

  • Bachelor's degree or higher from an accredited university
  • 2-4 years combined experience in finance, analytics, pricing, customer service or marketing
  • Experience with excel skills including familiarity with conditional formulas, vlookup and pivot tables
  • Experience with Power BI, Access and Automation tools
  • Fluent in English
  • Preferred Qualifications :

  • 2 years combined experience in finance, analytics, pricing, customer service or marketing
  • Self-starter with strong leadership capabilities and communication skills
  • Advanced Excel skills, including the ability to build conditional formulas, vlookups, pivot tables, create macros and manage large data sets
  • Excellent verbal and written communication skills
  • Demonstrated problem solving, reasoning, and analytical skills
  • Flexible and detail oriented
  • Lean Six Sigma Knowledge
  • Process Improvement
  • Project Management
  • Scrum Master
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