**Job Overview**
We are seeking a highly skilled Business Analyst to join our team and oversee day-to-day supplier management activities within the Customer Care department.
The ideal candidate will have excellent interpersonal and communication skills, be able to partner with internal departments, and drive continuous improvement across the Customer Care division.
Key Responsibilities:
* Customer Care Call Centre 3rd Party Provider
* Receive and submit purchase requisition requests from various departments and individuals within the organisation and monitor status of purchase requisitions throughout the procurement process;
* Review and authorise reimbursement/refund requests with Customer Care DOA.
* Manage customer reimbursements by carefully reviewing and processing invoices against internal processes;
* Prepare call centre performance reports by collecting, analysing, and summarising data and trends to drive continuous improvement across the Customer Care division;
* Ensure tracking of and adherence to performance KPIs;
* Partner with relevant internal departments to set up new user accounts and access permissions for various systems, including email, intranet and specialised CRM software;
* Manage ad hoc and out of scope requests from other departments;
Roadside Assist 3rd Party Provider
* Review call centre performance reports, analyse and summarise data and trends;
* Receive and verify incoming invoices; check for discrepancies such as pricing errors, incorrect billing information and quantity discrepancies; assign appropriate account codes or cost centres to each invoice for allocation and tracking of expenses; route invoices through approval workflows, monitor and track the progress of invoice payments and coordinate payments in accordance with payment terms;
* Serve as a point of contact for vendor enquiries relating (but not limited to) invoice status', customer complaints, authority for ad hoc services and out of scope requests;
* Manage system and process improvement initiatives with key Roadside Assistance stakeholders, with the view of improving CX;
* Involvement in connected vehicle discussions.
Service Loan Vehicle 3rd Party Provider
* Manage and partner closely with Stellantis Australia's Third Party Loan Vehicle provider to monitor external loan vehicle volume and spend; identify and resolve problems relating to service delivery;
* Receive and verify incoming invoices; check for discrepancies such as pricing errors and incorrect billing information; assign appropriate account codes or cost centres to each invoice for allocation and tracking of expenses; route invoices through approval workflows, monitor and track the progress of invoice payments and coordinate payments in accordance with payment terms;
* Serve as a point of contact for vendor enquiries relating (but not limited to) invoice status', customer complaints and authority for ad hoc services;
Requirements:
We require a Bachelor Degree qualified individual with experience in a Customer Care role. SAP experience is also preferred.
Job-Specific Skills:
* An understanding of the automotive industry;
* Excellent interpersonal and communication skills – verbal and written;
* Excellent influencing and coaching skills;
* Solutions driven;
* Highly organised with excellent attention to detail;
* Practical problem solving skills with an operational focus;
* Flexible to undertake varying work with changing priorities in a dynamic fast paced environment.
Benefits:
* Hybrid working environment;
* Collaborative and supportive team;
* Scope to learn and grow within the automotive industry.
Why Work with Us?
We value diversity and inclusion and welcome applications from people of all backgrounds. We are committed to providing a great candidate experience and would like to assure you that we only want to know why you're great for this role. Feel free to avoid personal information and let us know if there are any accommodations you may need during the hiring process.
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