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Customer Experience Process Analyst

This is a Customer Experience Process Analyst position with Marley Engineered Products LLC.
Job Summary
The Customer Service Technical Support Specialist will support Customer Service and the Marley manufacturing Representative network as the expert user for all applications and systems including but not limited to: MAPICS XA, Marley Order Management System, Concept (CPQ), Microsoft Dynamics (CRM) and EDI.
PRINCIPLE DUTIES AND RESPONSIBILITIES
Act as administrator for the Marley Concept CPQ application including managing security, data interfaces, user profiles, product profiles, user training, system testing and oversight of changes and development of additional features.
Be skilled in the Electronic Data Interchange (EDI) process and be able to troubleshoot and correct deficiencies in the process as they occur. Liaison between internal IT department and customer to develop new EDI relationships between Marley and its customers.
Train new REPs and internal employees on Concept and MOM systems.
Act as primary support for all Marley representative portal applications.
Working with IT department and project manager, assist with development and implementation of Microsoft Dynamics CRM application including testing, training and administration.
Provide backup support for Customer Service Representatives during heavy call volume periods and leave coverage.
Identify and lead implementations for application and process improvements.
EDUCATION AND EXPERIENCE
Bachelor's degree (BA/BS) is preferred. Preferred BS degree in IT or Technical field
Preferred experience in a call center environment
Problems solving and data analysis experience
Preferred ERP system, Microsoft Outlook, Excel, Word and PowerPoint, CRM experience
KNOWLEDGE, SKILLS & ABILITIES
Must have strong technical skills with excellent skills in Microsoft Office applications. Able to develop summary graphs, tables, pivot tables, and other reports using PowerPoint, Excel and Word.
Experience in Software implementation, CRM and CPQ applications is preferred
Demonstrates strong written, verbal, and interpersonal skills. Has a strong interpersonal skill to collaborate with cross-functional teams. Ability to communicate throughout the company on any given level.
Strong bias for action and attention to detail and follow-up.
Results oriented; good track record, and pushes for continuous improvement in performance in all areas
Strong in Process Improvement, Metrics Reporting, Problem Analysis/Resolution at a functional lead level.
Demonstrates experience with ability to follow up and constantly track progress of commitments (both external as well as internal).
Well-organized with a systematic approach to responsibilities.
Effective leader with proven ability to: develop, coach, facilitate and train mentor leaders.
Ability to develop and maintain effective working relationships
Teamwork and collaborative work approach
Marley Engineered Products LLC is an indirect subsidiary of SPX Corporation, and is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.
Thank you for your interest in our company.



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