Business Analyst

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