Analyst - Digital Customer at CDW in Manchester

Job description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. Job Summary This is a new role to support an expansion of the Digital Customer team. As a analyst, you will be responsible to responding to requests for support from coworkers and from customers directly. In additional to reactive support, you will be proactively identifying opportunities to resolve recurring issues to stop them occurring in the future and supporting customer integration onboarding activities. What you will do Responsibilities will include but not be limited to: Reactive Customer Support First line support for incoming requests from internal coworkers and from customers Respond to requests or ensure allocation of requests to team members where required and ensure timely and effective resolution Identify regular support requests and work with other team members to document and publish self-help guides Proactive Customer Support Day to day monitoring of ServiceTrack system database Monitor activity logs and document queues and ensure that any failures are corrected or attended to Amend customer configuration settings to avoid reoccurrence of individual issues Analyse customer behaviour over time to identify patterns and behaviours that result in increased levels of failure Proactively engage with stakeholders to ensure that corrective action is taken to avoid future occurrences Customer Enablement & Integration Support Partner with team members to manage qualified customer integration candidates from initial consultation through to live deployment. Ensure that all tasks in onboarding process are completed in a timely and accurate manner, including test system configuration, testing and live system enablement. Provision of go-live “hyper care” support for new customer integrations until a business-as-usual state is achieved. User administration of Marketplace portals (Coupa/Ariba), facilitating access for internal sales and sales operations coworkers to complete supplier onboarding activities What we expect of you As ServiceTrack is an in house developed system, specific prior experience is not a prerequisite for this role and full training will be provided. However, any exposure to the following would be beneficial: Prior experience of a support-based role, ideally to internal and external customers Knowledge of transactional and business processes Familiarity with supplier integration capabilities of marketplace and ERP systems such as Ariba, Coupa SAP, Oracle iProcurement, Workday & Jaggaer An understanding of buyer/supplier integration technologies including punchout and EDI. Exposure to service management systems, especially ServiceNow. Personal Attributes A logical thinker. Able to analyse issues/requirements and formulate a resolution to meet the need. Understands the importance of delivering to an agreed schedule and managing expectations where this is not possible. Able to work autonomously without daily supervision. Able to engage effectively with technical and non-technical customer contacts and co-workers. Able to demonstrate flexibility in response to changing needs and priorities of the business. A high level of attention to detail. Self-motivated and highly enthusiastic individual with a passion to learn and contribute. CDW is committed to being an AI-fluent organization We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhanc