Susan Johnson Email & Phone Number

Tampa, Florida

Customer Service AnalystWork closely with customers and internal business partners to create, enhance, standardize and maintain reporting requirements for sustainable analytics for customers and customer service performance. Provide requirements, documentation, testing, and validation for system and process enhancements/improvements. Foster and maintain internal and external customer relationships throughout the order to cash process.Review and approve all customer master requests to ensure data integrity. Manage rebate incentives processing - develop current process while documenting/requesting enhancements.Produce metrics and recommendations on rebate incentive exceptions. Provide guidance to customer care team to ensure current activities are accurate while adopting new processes for efficiencies.Provide standardize and ad-hoc reporting and metrics to external and internal customers.Create processes for customer reporting to ensure warehouse inventory levels are maintained at customer locations.

Create and maintain sales reporting for a $200 million dollar medical device sales organization.Support 200 field sales managers and representatives by developing monthly performance reports, customer business reviews, and ad-hoc analysis to better manage current business, prospect, and current market share.Collect and manage raw data from sales partners by creating databases and utilizing Business Objects and Excel to identify and summarize trends.Chosen as Sales Operations partner in CRM and sales force structure because of my ability to analyze the needs of the business, understand the capabilities of our systems, and meet deadlines. Eliminated the need for field sales representatives to email and summarize 150 spreadsheets each week by creating an online database program to track key customer contacts and sales activities.Partnered with Information Technology and Business Information Departments to maintain accurate database records by regularly auditing and upgrading the quality of the data.

Collaborate with senior leadership from Sales, Marketing, Finance, and Operations Resources to define information requirements, design reports, and analyze data measuring the success of company goals and objectives

Advanced to develop, implement, and improve cash flow and reduce receivables by developing measurable metrics and department Standard Operating Procedures.

Responsible for monitoring and maintaining assigned accounts - Customer calls for past due amounts, account adjustments, small balance write off, customer reconciliations, processing credit memos, and rebate processing.