Customer Service Process Analyst

bioMerieux Inc.
United States, Utah, Salt Lake City
Nov 19, 2024
Customer Service Process Analyst Location: Salt Lake City, UT, United States Position Type: Unfixed Term Job Function: Customer Service Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now > A world leader in the field of in vitro diagnostics for more than 60 years, bioMerieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada. Come and join a family-owned global company with a long-term vision, and a human-centered culture. Description Position Summary: The Business Performance Analyst serves as a vital bridge between data and decision-making, leveraging analytical skills to empower the Customer Service Organization in achieving its goals more effectively. By analyzing business performance data to establishing metrics and providing actionable insights, the Analyst will drive strategic decision-making and collaborate with all CSO departments to optimize processes, enhance efficiency, and support the company's growth objectives. This role can be based in either Durham, NC or Salt Lake City, UT. Primary Responsibilities: Lead and conduct comprehensive analyses and develop strategy recommendations to enhance the company's policies, workflows, and methodologies. This includes optimizing processes within CRM, SAP, and external tools utilized by customers for placing orders and making inquiries. Develop and deliver dynamic, forward-thinking reports to department Sr Leaders and Management, transforming complex data into clear, actionable insights. Provide monthly updates to leadership on key metrics, Revenue, financial impacts, and necessary actions to maintain or achieve strategic goals. Leverage advanced analytics with innovative approaches to interpret data, revealing underlying patterns, trends, and insights that may not be immediately obvious. By transforming raw data into compelling narratives, you will help stakeholders understand the significance of the findings and how they relate to our strategic objectives. Through this process, drive and foster a data-driven culture that encourages proactive problem-solving and continuous improvement. Proactively work with stakeholders to understand their needs and deliver comprehensive data reports and visualizations. Build SMART metrics and KPIs. Provide tools for teams to have live data access when possible or provide routine proactive progress reports. Lead and conduct comparative analysis to benchmark our performance against industry best in class. Include this as part of the analysis presented. Develop new reporting in CRM, Tableau, SAP, Snowflake, future databases introduced and other tools to provide insights and all detail tracking of areas of improvement. Understand and assist in the development of advanced AI models by leveraging CRM, SAP, and other databases. Perform all work in compliance with company quality procedures and standards. Performs other duties as assigned. Education, Skills, & Experience: Bachelor's degree with 4 years' experience working as a Process Analyst & 3 years' working experience with CRM workflows and reporting Degree in Information Technology, Business, Life Science, or related analytical field is preferred but not required High School Diploma/GED with 8 years' experience working as a Process Analyst & 3 years' working experience with CRM workflows and reporting also accepted Experience in Business Analysis or Data Science also accepted Experience in a Customer Service Market preferred Experience building Tableau reports preferred. Salesforce, SAP, ServiceMax experience preferred. Case management experience is a plus Healthcare, Pharma, or Medical device industry experience is a plus Experience data mining is a plus #LI-US Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at recruitment@biomerieux.com. BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at recruitment@biomerieux.com, or by dialing 711 for access to Telecommunications Relay Services (TRS). 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