Customer Experience Systems & Process Analyst

Job Description

We are looking for an enthusiastic and dedicated Customer Experience Systems & Process Analyst to join the Customer Experience team for the Outdoor Performance platform. The Outdoor Performance strategic priorities are to be consumer-first focused, lead with the power brands, and invest inward. The Customer Experience team will be part of the Global Commercial organization and will drive growth in the Outdoor Performance business by winning customers and channels while finding efficiency in a consolidated commercial management structure.

As the Customer Experience Systems & Process Analyst, you will function as a liaison between the sales operations and CX team. You will ensure the quality and accuracy of orders, and make sure the flow of orders is easy and efficient. You will be the key point of contact for setting up promotions, special offers, and pricing. You will be the main support to CX representatives to ensure processes, orders, and systems are set up correctly.

This position reports to the Customer Experience Operations Manager and is based in Logan, Utah.

As the Customer Experience Systems & Process Analyst, you will have the opportunity to:

• Develop extensive knowledge of ERP system to ensure accuracy of order processing.

• Implement promotions, campaigns, and deviations into the system so orders flow with correct pricing and terms.

• Upload and maintain pricing for the platform team and systems.

• Research and follow-through to resolve pricing discrepancies.

• Conduct significant problem solving, testing, and research to improve and streamline CX processes.

• Create training documents for proper order processing and other related CX processes.

• Create reporting to ensure accuracy of overall order book.

• Perform regular quality checks on CX processes and order processing.

• Provide direct support and training to CX representatives and their systems.

• Support the Customer Experience team as needed.

You have:

• Bachelor's degree in appropriate field of study

• 3+ years' experience in wholesale dealer support functions, including order processing.

• Outdoor industry preferred.

• Excellent analytical and communication skills

• Ability to lead and train large groups of individuals.

• You must be a self-starter with the ability to work independently.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled