Website Dana
Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world’s original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.
Position: Business Process Specialist, Customer Operations/Aftermarket
Reports to: Customer Operations Manager
Country: United States
Location: WHQ
Exempt Status: Exempt
Department: Customer Operations/Aftermarket
Are you passionate about customer satisfaction, process improvements, technology, projects, and implementations? Do you enjoy educating and thinking outside of the box?
The Customer Operations (CO) Business Process Specialist is responsible for providing content development, expertise in the implementation plans and the achievement of CO Aftermarket objectives. As such, the incumbent will work as a liaison among the stakeholders in order to understand the structure, policies, and operations of the organization. Helping to provide solutions that enable the organization to achieve its goals.
Key Responsibilities:
- Primary objectives:
- Produce content, manage library and approval process within CRM.
- Collaborate with manager to document and develop new improvements to system features. Including KPIs and tracking of results from implementations.
- Identify and recommend ideas to improve the customer operations competitive advantage through a comprehensive understanding of operations, challenges, and external environment factors.
- Responsible for facilitating clear understanding of business processes, goals, and drivers in order to effectively define system, process, and training solutions.
- Conduct individual interviews and group meetings with project sponsors as needed for requirements gathering and requests for change.
- Translate the organization’s needs and processes into functional requirements for projects and capture systematically.
- Work with team to respond to customer incoming as needed.
Education and Experience Requirements:
- Bachelor’s Degree required, preferably in a related discipline, such as Information Systems, Engineering, Computer Science or Business.
- 2-3 years in related business, business process improvement or business analyst work; manufacturing industries (automotive, aerospace, etc.) preferred.
- Experience preferred with variety of business processes and working through process change methodologies, i.e. Re-engineering, Six Sigma, etc. Familiarity with web-based application development.
- Familiarity with web-based applications. Salesforce service cloud a plus.
Required Skills, Abilities, and Attributes:
Business Relationships
- Works as a part of the customer operations team on business process improvements.
- Gains an in-depth understanding of the customer operations strategies, initiatives, opportunities, and risks.
- Develops a comprehensive perspective of the global environment (customers, suppliers, and competitors).
- Uses information from other markets and industries to identify process and solutions for improvement.
Additional Skills
- Strong business acumen
- Strong process design skills; knows how to apply process analysis and design tools and techniques
- People management skills; good relationships with team members
- Excellent presentation skills; good written and verbal skills
- Excellent time management and organizational skills; attention to detail
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.