Josh Link Email & Phone Number

Leader of regional team comprised of approximately 20 employees responsible for utilization growth, product ownership, administration, and first tier user support of electronic order platforms (EDI, web, OCR, and mobile)

Program Manager of eBusiness platforms, with primary focus on web and mobile. Providing Channel Strategy and Guidance, working with IT and Business partners to find the best solution using existing and new tools. Manage dedicated team responsible for User Acceptance Testing and Business Analysis (including ROI calculation and Scorecards).

Responsible for customer support and on-boarding team for Business to Business Web Portal in the US. Identifying and managing site enhancements to improve business processes and customer experience.

Greater Minneapolis-St. Paul Area

Lead and supported cross-functional process improvements projects within eCommerce group. Developed and implemented support model and team for US B2B Web portal.

Greater Minneapolis-St. Paul Area

Lead and supported cross-functional process improvements projects within Customer Care organization. Identified process deficiencies and opportunities, and recommended solutions. Analyzed data as needed to make projects successful. Prepared internal and external reports, tables, charts and graphs that provided clarity and summarized key points for a wide.

Partnered with sales reps and Field Inventory Analysts (FIA) to meet and exceed quarterly inventory goals. Implemented multiple efficiency process improvements within job role, standardizing and automating many day-to-day tasks. Provided ad hoc data analysis and recommendations to business partners as needed to help drive decision-making and results.

Worked on multiple SAP upgrade projects, testing, assisting with functional design, and providing hypercare as subject-matter expert. Manged dynamic needs of customers through multiple order channels, including phone, email, and electronic orders.

Taught intensive skill set, product knowledge, and procedures during 3 week New Hire Training. Managed an intranet knowledge base consisting of approximately 1000 documents used by over 150 employees, using MS Office and HTML code. Designed archival and retrieval system for department communications. Created, implemented, and maintained nationwide Customer.