Business Analyst 2 - Order Management Analyst
WCL GroupCLIENT HIGHLIGHT
The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.
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OCATION
Plano, Texas, 75023
COMPENSATION
$40.50 per hour
SCHEDULE
Monday-Friday (40 hours)
Fully onsite
CONTRACT TERM
1 year contract with high likelihood of extension or conversion to full-time employee
POSITION OVERVIEW – Business Analyst 2 - Order Management Analyst
This role oversees the entire order lifecycle for designated key accounts, from initiation through fulfillment, ensuring seamless order processing, tracking, and reconciliation. The role serves as the primary point of contact for customer service teams on order-related inquiries, partners cross-functionally with Procurement, Supply Chain Management (PSI/SCM), and Sales to resolve escalations, maintains Home Appliance account data integrity, processes invoices and product upgrades, and coordinates with the Call Center to ensure consumers are contacted within established SLA windows.
RESPONSIBILITIES
• Oversee the entire order lifecycle, ensuring seamless order processing, tracking, and reconciliation from initiation to fulfillment
• Implement and optimize processes to enhance efficiency, accuracy, and timeliness in order management
• Monitor and analyze order data to identify trends, bottlenecks, and areas for improvement
• Generate and distribute comprehensive daily reports for designated key accounts, ensuring data accuracy and relevance
• Provide actionable insights and recommendations based on report findings to support strategic decision-making
• Collaborate with stakeholders to refine reporting requirements and enhance report usability
• Serve as the primary point of contact for customer service teams, addressing inquiries related to order status, product availability, and delivery timelines
• Proactively communicate updates and resolutions, ensuring transparency and maintaining high levels of satisfaction
• Escalate critical issues to appropriate teams for timely resolution
• Partner with Procurement, Supply Chain Management (PSI/SCM), and Sales teams to ensure product availability and resolve escalations effectively
• Facilitate collaboration between departments to address order discrepancies, errors, and other challenges
• Act as a bridge between internal teams and external stakeholders to align on priorities and objectives
• Collect, document, and maintain detailed information logs for Home Appliance accounts, ensuring data integrity and accessibility
• Work alongside IT and support teams to manage and maintain accurate system data mapping, enhancing operational efficiency
• Identify opportunities for system improvements and contribute to the implementation of new tools or processes
• Prepare and process Commercial Invoices accurately and in compliance with company policies and regulatory requirements
• Coordinate with the Call Center to ensure consumers are contacted within established Service Level Agreement (SLA) windows for order rescheduling or updates
• Develop and implement strategies to improve consumer communication processes, enhancing customer experience
• Process product upgrades for end-of-life models, ensuring smooth transitions for customers and minimal disruption to operations
• Collaborate with Product Management to stay informed about upcoming product changes and communicate them effectively to relevant teams
• Manage and update Hub schedule changes and relocations within internal systems, ensuring alignment with operational needs
• Monitor Hub performance metrics and provide recommendations for optimization
• Demonstrate flexibility by being available to work select holidays and/or overtime as business needs require
• Adapt to changing pri