Customer Service Process Analyst
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Description
Position Summary:
- 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
BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. 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 BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).