Description

The Customer Success Analyst II - ERP supports the transformation and continuous improvement of customer-facing processes enabled by SAP. As part of the Customer Experience & Support Services organization, this role contributes to the design, documentation, testing, and measurement of Order-to-Cash (O2C) processes-ensuring that systems and operations align with business goals and deliver excellent customer experience.

Reporting to the Senior Manager, Customer Success - ERP, this analyst will collaborate with cross-functional teams across customer support, order management, billing, pricing, and data governance. The analyst will help translate business needs into process requirements, support SAP project activities, and provide insights through data analysis and reporting.

Job Responsibilities:

Core Responsibilities

SAP Implementation Support

• Assist in documenting business requirements, process flows, and user stories for SAP Order-to-Cash workstreams (e.g., order entry, pricing, billing, claims, and returns).

• Participate in user acceptance testing (UAT), helping to develop test scripts and validate business scenarios.

• Support change management activities including training documentation, user guides, and stakeholder communications.

• Track progress on key project deliverables and follow up on action items with cross-functional stakeholders.

Process Documentation & Optimization

• Support the Senior Manager in developing and maintaining standard operating procedures (SOPs), workflows, and business process documentation.

• Identify gaps or inefficiencies in current processes and assist in proposing enhancements.

• Help gather feedback from end-users and operational teams to improve process adoption and usability in SAP.

Data & Reporting Support

• Assist with the analysis of customer operations data, such as order cycle time, claims volume, billing accuracy, and other key performance indicators.

• Support efforts related to customer master data governance and help ensure consistency and accuracy in customer data fields.

• Contribute to development of dashboards and reporting tools by gathering requirements and supporting validation.

Cross-Functional Collaboration

• Coordinate with Customer Support, Order Management, Pricing, Billing, and IT teams to gather insights and support implementation activities.

• Act as a liaison between business users and technical teams, ensuring clarity of requirements and business needs.

• Attend cross-functional team meetings and provide project and process updates.

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

• Bachelor's degree in: Business Administration, Operations Management, Information Systems, or related field.

Experience:

• 3-5 years of experience in a customer operation, business process, data analyst, or ERP support role.

• Exposure to or interest in large-scale ERP systems (SAP experience a plus).

• Familiarity with order-to-cash processes, customer service, or order management operations is preferred.

Knowledge/Skills/ Abilities:

• Strong analytical skills and attention to detail.

• Excellent written and verbal communication skills.

• Ability to learn new systems and processes quickly.

• Proficiency in Excel, PowerPoint, and business documentation tools such (e.g., Visio, Jira).

• Familiarity with reporting and data visualization tools (e.g., Power BI, Tableau) is a plus.

• Proactive, collaborative, and eager to grow in a dynamic, transformation-focused environment.

• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Work Environment:

Remote Role:

• This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Physical Environment/Demands:

Office Roles:

• Most work is performed in a temperature-controlled office environment.

• Incumbent may sit for long periods of time at a desk or computer terminal.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

• Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.

• Stooping, bending, twisting, and reaching may be required in the completion of job duties.

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