BTI Solutions · 1 day ago
Business Operations Analyst AO7167820
Englewood Cliffs, NJ
Full-time
Onsite
Mid Level
4+ years expBTI Solutions is a staffing and recruiting firm with over 16 years of experience. They are seeking a Business Operations Analyst to support retail and distribution channel service orders, improve customer satisfaction, and manage departmental policies and procedures.
AutomotiveInternet of ThingsLogisticsTelecommunications
Responsibilities
Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
Serve as primary service escalation point of contact for customers within assigned sales channels/territories
Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
Recommend policy and process improvements based on findings from cases handled
Data steward of departmental policy & procedure content, KPIs, and data
Oversee content management on department SharePoint site
Responsible for production of department KPIs and ad-hoc analysis requests
Support implementation and improvement of new and existing department policies, processes, and procedures
Assist department’s customer engagement channels and digital self-service tools
Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops
Support in production and distribution of internal and external newsletters
Support in implementation of user management and user experience systems; including CRM tools and customer service portals
Qualification
Required
Bachelors Degree
4 years of experience
Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
Ability to identify gaps in procedures/policy and create improvement plans to address
Ability to drive change in cross-functional and demanding environment
Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills
Excellent written and verbal communication skills
Company
BTI Solutions
BTI Solutions provides mobile device testing, automotive testing, network deployment, and operational consulting services.
201-500 employees
H1B Sponsorship
BTI Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (15)
2023 (23)
2022 (15)
2021 (35)
2020 (31)
Funding
Current Stage
Growth StageLeadership Team
Daniel Lee
CEO, Founder & President
Company data provided by crunchbase