Analyst, Commercial Customer Master Data

Canada Post - Postes Canada•Ottawa, ON

8d•Onsite

About The Position

Under the supervision of the Officer/Manager ensures the timely and accurate set up, modification and cancellation of all internal and external customer, authorized user and contract master data, including data pre-validation, in accordance with corporate criteria, business rules and standards. Identifies anomalies to the officer/manager and resolves customer issues in conjunction with various functional process owners / managers as required. Monitors the quality of data input of other functional areas and takes corrective action as required.

Requirements

Completion of secondary school according to provincial standards or equivalent (GED) is required
Completion of post-secondary (College/University) course(s) in a related field.
3 years of related work experience is required.
Strong analytical skills to identify root cause problems associated with set-up.
Effective communication skills, especially in conveying complex issues and requirements to internal and external customers.
Able to pay attention to detail
Able to multi-task and prioritize work
Team player and has a positive attitude

Nice To Haves

Preference will be given to those with SAP experience.
Working knowledge of Canada Post’s Commercial Business Practices and Rules would be considered an asset.
Experience with SAP and CRM/CIC

Responsibilities

Responsible for the setup, modification, and maintenance of all Commercial customers and contract data in SAP in accordance with Corporate business rules, criteria and standards which requires intermediate level knowledge of MS Excel, Access, Word, Power-Point as well as advanced and current knowledge of SAP, Dunn & Bradstreet, Address Management and Meter Operations processes as well as in depth knowledge of Commercial Products and Services including related reference materials. (E.g. Product guides, CMS procedures etc.).
Ensures correct pricing, data integrity, and positive CSI through pre-validation of received customer and contract data for completeness, accuracy, non-duplication and appropriate approval. Ensures accurate data entry for set up / modification including correct territory assignment and monthly credit tolerance set up based on sales cycles.
Adheres to the processing of customer applications within the stipulated Service Level Agreement (SLA) (i.e. 24 hour priority and 48 hour standard set up).
Acts, as the customer and contract subject matter expert (SME) for Sales, Service, RVUs, CMG staff and External customers, coordinating, coaching and providing advice pertaining to related information in SAP and liaises with various functional areas and external customers to assist in investigating and resolving SAP customer/contract set up, maintenance or linkage issues that may impact invoicing pricing etc.
Responds to all CRM cases and recommends to Sales Representatives or undertakes required corrective action to close all cases within 1 – 5 days depending on the severity / complexity of the issue.
Using various tools, such as the Internet, 411 directory, NCOA etc., contacts customers to obtain updated addressing and contact information for undeliverable mail. Modifies customer master data as required or if unlocatable modifies SAP and notifies Credit Management.
Processes BRM application forms, ensures contract data and required billing plans are set up to ensure annual fees are billed and invoicing will occur for return BRM pieces at automated processing sites. Advise customers of set up location for deposit accounts at non-automated sites. Processes BRM cancellation of services, upon appropriate review and approval including contract and billing plan end dating.
Produces, revises, approves data element placement or modification in the event of address change, as per specifications and address accuracy guidelines, and forwards to the customer BRM artwork, either initial set up or requested modification, requested through various mediums. (e.g. Internet, e-mail, mail, telephone, fax, walk-ins etc. Processes requests daily per SLA.
Determines if volume estimation requires unique BRM LVR postal codes to be created through Postal Code Support in conjunction with the customer and Industrial Engineering and if required requests LVR code, assigns it to the customer and advises the postal facility.
Acts as the BRM SME, providing advice to internal and external customers, printers and agencies regarding artwork specifications, sizing and layout. Verifies and approves BRM formatting as requested by printers and customers.
Opens, actions and closes all CRM cases associated with BRM within the stated SLA including notification of changes to Operations. Investigates and resolves BRM service issues, customer complaints associated with set up errors or where Operations is unable to process and bill BRM which often necessitates interface with external customers, Sales, Operations and Customer Services.
Integrates with functional areas to ensure product specifications are met, provides feedback to various functional areas as required to resolve issues, identifies and recommends product improvements regarding process, specifications and design and provides input for required BRM documentation updates and related product development.
Assists in development and implementation of customer conversion from non- automated to automated sites and invoicing.