Operational Customer Experience; OCE Business Analyst Job Cincinnati area,Ohio USA,Business

Position: Operational Customer Experience (OCE) Business Analyst

Operational Customer Excellence Business Analyst

The Operational Customer Excellence (OCE) Business Analyst plays a critical role in driving customer-centric process improvements and operational efficiency in customer onboarding and the order processing lifecycle. This position partners with cross-functional teams to identify all information needed for customer onboarding that enhances the overall customer experience, and by driving orders to first-pass order success.

Essential Job Functions:

Evaluate current onboarding and order processing workflows to identify inefficiencies and opportunities for improvement.

Responsible for the onboarding of new customers and the verification of system changes to support customer transactions.

Partner with Sales, Operations, Customer Support, and IT teams to ensure seamless process integration and handoffs.

Gather, document and manage detailed business requirements for Customer set up.

Partner with the EDI Analyst on order errors to establish fixes to prevent recurring errors.

Ensure the data on customer including billing structure, cross references, pricing set up and EDI requirements is accurate.

Collaborate with Data Governance on governance standards and workflows regarding customer set up.

Ensure all changes positively impact customer satisfaction and reduce friction points.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience:

Bachelor's degree in Business, Operations, or related field
3–5 years of experience in business analysis, process improvement, or operational excellence roles.
Strong analytical skills
Excellent communication and stakeholder management skills
Proficiency in Excel, PowerPoint and Word

Competencies –

Knowledge, Skills and Abilities:

Oracle Fusion, CPQ, EDI
Customer-Centric Mindset
Analytical & Problem-Solving Skills

Work Environment and Physical Demands:

Work Environment:
Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands:
Office:
Sedentary.

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.