Arconic Business Analyst – Customer Satisfaction Department in Cleveland, Ohio

23346BR

Business Analyst – Customer Satisfaction Department

OH-Cleveland

Position Description

Arconic Wheel and Transportation Products invented the first forged aluminum truck wheel in 1948—and by doing so, we created an entire industry. Seven decades later, we’re proud to be the global market leader in the forged, aluminum heavy-duty truck wheel market, holding the number one position. We’ve helped customers around the world to increase payload while saving fuel and reducing maintenance by switching out heavy steel wheels for lightweight aluminum.

The Business Analyst will have an opportunity to work as a key member of Arconic’s Global network and the Customer Satisfaction Team. S/he will have the opportunity to develop and analyze opportunities with a variety of internal and external stake holders, including working directly with customers. This position will work with information systems to design and implement the required tools to support the process. The Business Analyst is responsible for establishing and being held accountable for daily work, reporting and project completion.

Job Responsibilities and Duties:

  • Own the daily product allocation process - Works with Supply Chain, Logistics, Customer Service Representatives and Customer Satisfaction Manager to effectively and efficiently allocate product in short supply by conducting separate daily and bi-weekly meetings to identify product shortfalls against open orders. Evaluate current process, identifying opportunities for improvement and making constructive suggestions for change;

  • Own the Wheels Delivery Performance process - Monitors and reports Delivery Performance based on corporate guidelines on a daily and monthly basis. Works with Supply Chain and Arconic Global personnel to report results to Management;

  • Monitor both the Global AWTP & Cleveland Accounts Receivable and the Cleveland Unadjusted Items details providing weekly reports to the Customer Service team, as well as Global AWTP Management. Identifies cost savings or revenue generation opportunities;

  • Manage the order “pull-ahead” process working with Supply Chain to identify available product for pull ahead; identifying customer orders that can be accommodated based on available product, and subsequently working with the Customer Service Representatives to get agreement for pull ahead from Customers. Evaluate possibilities based on maximizing revenue, margin and units;

  • Monitors order lead time compliance, and reports details of non-compliance to the Sales Team, including the Vice President of Sales;

  • Become the Customer Satisfaction Department’s “power user” of the customer relationship management (CRM) system--Salesforce.com. Become proficient with the information and tools available. Work with internal resources to develop appropriate reports to assist Customer Satisfaction Department, as well as the Sales Team;

  • Develops, implements and maintains a Customer Service dashboard that will eventually be published in the CRM system--Salesforce.com. to include, but not be limited to:

  • Tracking & displaying CSR performance to key metrics

  • Customer Scorecards covering customer adherence to lead times

  • Arconic Delivery Performance

  • Customer and Arconic caused billing errors

  • Payment History (% paid on time)

  • Owns the Customer Satisfaction Department’s “audit” compliance, pertaining to both Sarbanes Oxley requirements and Quality IATF/QS requirements. This involves managing and maintaining all policies, procedures and flowcharts, as well as conducting monthly/quarterly/annual testing and posting results within the Arconic Self-Assessment Portal (ASP) to comply with Arconic guidelines;

  • Manages the content of the Customer Satisfaction Share Point site keeping all reference documents current and up to date;

  • Monitor and report premium freight activity, act as a liaison between Logistics and the Sales Team/Customers on Packaging Changes and Carrier Missed Pick-ups. Research and present customer service training material to Customer Satisfaction team members;

  • Use trend analysis of orders, shipments and payments towards the completion of initiatives to identify cost savings or revenue generation opportunities. Evaluate current processes, identifying opportunities for improvement and making constructive suggestions for change. Develop ideas into recommendations, present to management, and lead the implementation across the business;

  • Design, develop, and improve excel spreadsheets and access databases to enhance existing processes and build new tools for the AWTP Commercial area, including work with Oracle ERP;

  • Own the Customer Satisfaction Department Record Retention process;

  • Provide backup support to the Demand Planning position supporting daily order and shipment reporting, weekly and monthly unit and revenue reporting, and Sales & Operations Process (S&OP) weekly meeting and reporting facilitation.

Basic Qualifications

  • Bachelor’s degree from an accredited institution;

  • Minimum of 3 years of experience in a Business Analyst role;

  • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred Qualifications

  • Bachelor’s degree or higher in Business, Marketing or Economics from an accredited institution;

  • Minimum of 3 years of experience in a Business Analyst role with a manufacturing company;

  • Minimum of 1 years of experience working with an ERP and /or customer relationship management (CRM) system;

  • Minimum of 1 year of experience working with an Automotive Manufacturing company;

  • Minimum of 1 year of experience working with / managing a SharePoint Site and dashboards;

  • Minimum of 1 year of experience working in sales and / or customer service environment.

Minimum Education Required

Bachelors

Minimum Years of Experience

3

Minimum Travel Required

None

Job Function

Customer Service

Business Unit Group

Transportation and Construction Solutions

Business Unit

Arconic Wheel and Transportation Products

Job Type

Experienced