This global ecommerce solutions provider, who combine integrated technologies, professional services, and a logistics infrastructure to deliver unique and branded customer experiences.
This role is working on a hybrid basis, with enhanced company benefits
The Business Analyst plays an instrumental role in engaging and helping customers leverage company solutions for success in their ecommerce initiatives.
- You will actively manage existing client business and are responsible for shaping strategy, identifying opportunities to generate additional revenue and drive new business growth.
- Day to day focus is on developing and strengthening positive client relationships leading to overall client satisfaction; monitoring performance, track finances and forecast.
- The Client Operations Manager is the primary point of contact with the client and internally owns the management of all assigned client programs and projects.
Key Responsibilities:
Builds a strong relationship with the clients, through effective collaboration and communication with the various clients' team members
- Proactively acknowledge client requests, assess request; manage action or pass onto the relevant function / individual to take action and communicate response back to client
- Actively take part in meetings, and lead them when it concerns the daily activities improvements
- Communicates directly with clients the issues detected and their status and resolution
- The understanding of the overall end-to-end solution from both a technical and functional standpoint
- The ability to understand and use the backoffice tools like the ERP system JDEdwards and the associated reporting tools
- The ownership, analysis, assistance, and follow-up of operational issues until resolution
- Manage client escalations (e.g. missed SLA) by investigating and resolving customer claims within contractual Service Level Agreements.
- Troubleshooting processes and derivation of possibilities for enhancement
- Produce strategic account plans and direct practice area teams to ensure that services and work achieve the objectives
- Track the progress of weekly, monthly, quarterly, and annual objectives
- Support financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analysing variances, and initiating corrective actions.
- Understands assigned client's marketing objectives, business needs and budget
- Assist in the cooperation with the finance department to resolve invoice issues
- Ensure work is delivered within established timeframes and up to the company's high standards
- Responsible for keeping client satisfaction with company's services and tracking service metrics
- Able to juggle multiple tasks concurrently and in a highly organized manner
- Continuously builds upon all knowledge relevant to your assigned client/s to become the Subject Matter Expert on their processes, statistics, and challenges.
- Collaborates with functional departments to ensure stock accuracy and preparation of inventory reports
- Check inventory will meet customer demands and will analyse risks in the supply chain
- Order management inbound and outbound coordination
- Process import as well as export orders and the respective shipping processes with prioritisation of different shipments
- Monitoring and evaluation of all orders and processes as well as preparation of reports
Skills/Experience/Profile:
Degree in business administration, logistics or a related field
- Experience within ecommerce and fulfilment
- Experience in scheduling materials
- Previous experience in working in organisations during peak trading periods
- High customer service orientation
- Excellent communication skills with internal and external clients
- Good problem-solving as well as organizational skills
- Ability to work effectively in a team and independently
- Good knowledge of the Microsoft Applications (Excel, Outlook, Word & PPT)
- Analytic skills, ability to interpret information from numerous sources to prepare and present reports
- Ability to work in a rapidly growing, fast-paced environment
- Strong work ethic and consistent positive attitude
- Curious, creative and can think out of the box