Mike Baron Email and Phone Number

Member of the Digital Customer Experience (DCE) Team that develops, leads, and supports different touch points - including Danfoss' new Global eCommerce system (Product Store) with a $.5 billion USD turnover.Key Responsibilities:• Lead support team which manages over 200 cases per month providing production support by trouble-shooting problems encountered by Users and Super Users globally.• Create and maintain documentation on SAP Hybris/SAP Commerce Cloud v2 and SAP transactions required to support their customers' experience with Product Store.• Use Azure DevOps and JIRA to perform Agile testing of new releases and enhancements for Product Store. Create and communicate Release Notes to global stakeholders, translating technical specifications into business language highlighting bug fixes and enhancements.• Support business users during EDI UAT with troubleshooting IDoc errors, assisting with Master Data setups and transactional processing.Key Achievements:• Developed and implemented DCE Team's business, operational, and technical support models.• Successfully lead the conversion of our support processes from Remedy Force in Service Now.• Participated in the successful project to move the Hybris platform from on-Prem to SAP Commerce Cloud v2.

Selected by the Steering Committee to participate in the Design Phase of the One ERP project. This is an extremely ambitious program at the foundation of Danfoss' digitalization journey. The intent is to move all existing instances of SAP to S4/HANA.Key Responsibilities:• Adopted Danfoss’ pricing procedure to transition from the current state SAP R/3 setup into the future state SAP S/4 HANA. Reduced the number of Key Combinations used with pricing conditions in accordance with complexity reduction initiatives and documented their intended use. Developed process and SOPs for Settlements Management used in SAP S/4 HANA to handle customer rebates.• Co-assisted the SD team on Customer Service best practices development.Key Achievement:• Successful completion of one life cycle of SAP S/4 HANA – Design Phase.

Member of Global Services & Logistics (GS-L) team responsible for continuously improving business process understanding and SAP knowledge across Sales Companies in Danfoss with the mission to enhance our internal SAP template in the areas of Sales & Distribution, Customer Service, Material Management (including WMS), and connected eCommerce activities.Key Responsibilities:• Led the support and training of eBusiness solutions including, EDI, Web Ordering, and Robotic Process Automation for Order Scanning (LCI) and was the main point of contact for Super Users and IT. Wrote documentation, work instructions, and training materials for each solution.• Conducted SAP training sessions both remotely via Skype and onsite in relation to business processes and provided solutions/recommendations to resolve complex business problems.• Performed Pricing and Customer Master updates using LSMWs and SAP transaction XD99 for Sales Organizations globally.Key Achievements:• Participated in 42 successful EDI implementations providing training on Scheduling Agreements, Standard Order flow processes and workflow to dedicated business users.• Produced 13 eLearning videos on SAP SD transactions.• Supported in SAP implementation in South America (Argentina, Chile, Colombia, and Venezuela).• Participated in WMS implementations in US, Mexico, and Brazil.• Led LCI implementations in US, Mexico, and South America.• Participated in IPC+ implementations in US and Mexico.

Represented Sales & Distribution during the SAP implementation project; responsible for training and support of twenty end users pre- and post- implementation.• Analyzed and aligned key Master Data in legacy AS400 system in preparation for integration into SAP.• Reengineered existing SD processes from legacy AS400 system to fit into SAP R/3 ECC 4.6.• Created SAP user documentation and work instructions.

Managed the daily operation and staffing of the Customer Service Department, which handled an average of 2,500 orders per month and consisted of ten direct reports.• Standardized departmental policies and developed sixteen Standard Operating Procedures (SOPs) which contributed to a 3% reduction in Customer Service and system pricing errors resulting in an improved First Pass Yield (FPY) of 85%.• Developed and tracked department's KPIs related to the number of orders processed, Customer Service errors and reasons.