Analyst, Customer Portal Orders and Billing

Ingredion Incorporated; Tulsa (OK); On-site; USD 52,000 - 70,000; Full time

Job summary

Ingredion Incorporated in Tulsa seeks an OM Analyst to coordinate EDI matters with IT and customers, ensuring high-quality service aligned with the company’s customer experience commitments. The role focuses on supervising the customer support team, mentoring staff, and escalating issues while driving system and workflow improvements.

The candidate will learn OM Associate daily duties and collaborate with teams in OM and Sales to service customers effectively.

Qualifications

• Bachelor’s degree in Business or related field required.
• SME in Microsoft Office, SAP, Salesforce, EDI, and customer profiles.
• Ability to coach peers and solve complex escalated issues.
• Interest in progressing to a Manager role within the Order Management group.

Responsibilities

• Oversee and direct day-to-day customer support team activities.
• Supervise SSC staff and ensure adherence to standard processes.
• Coordinate with other departments on order status and data accuracy.
• Process customer orders for ingredient products and ensure data integrity.
• Act as expert for the order processing flow and documentation updates.
• Identify issues and drive process improvements and corrective actions.
• Learn and perform OM Associate duties as needed to support customers.

Skills

Detail orientation

Analytical thinking

Problem solving

Critical thinking

Education

Bachelor’s degree in Business or related field

Tools

Microsoft Office

SAP

Salesforce

EDI

Job description

Ingredion Incorporated is in search of an analyst based in our Tulsa location who will be responsible for coordinating with IT and the customers for EDI matters, like invoicing, POs, etc.

They will ensure the delivery of high-quality service to our customers, aligned to Ingredion’s Customer Experience commitments (responsive, empathetic, proactive, and innovative). This is accomplished by enabling day-to-day team operations through supervision, mentoring, and training of the team. In addition, they will serve as a point of escalation to help troubleshoot and resolve customer issues and works to identify and drive system and workflow improvements to enhance team efficiency. To effectively support the team, this role will learn the daily responsibilities of the OM Associate and will perform this work as needed to service our customers. This role partners with colleagues in OM and Sales.

As An OM Analyst, your responsibilities will include:

• Oversee, guide and direct day-to-day activities of the customer support team in accordance with the area of business responsibility
• Supervising SSC staff and reviewing work according to standard processes and policies
• Demonstrated ability to work national and or complex accounts to provide valuable information to the customer.
• Process customer orders for ingredient products
• Ensure the accuracy of order data entry and validation.
• Act as an expert for the order processing flow (system and processes)
• May coordinate with other departments regarding order status
• Maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners.
• Develop and maintain an understanding of Ingredion’s products in your area of responsibility
• Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems.
• Proficiently operating within multiple business segments
• Utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary.
• Prioritize tasks accurately and in a timely manner
• Collaborate with and support team members. Participate in group problem solving and team activities
• Demonstrated ability to lead, implement, and communicate out process improvement initiatives

The OM Analyst position is well-suited for you if you:

• Contribute to an environment that enables the wellbeing of our people and customers
• Ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities simultaneously.
• Embrace diversity and proactively foster an inclusive work environment where each person is valued and feels inspired to contribute their best.
• Support the identification and implementation of work process improvements. Willingness to pursue a Lean Six Sigma or Lean Specialist certification. Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions
• Takes personal responsibility to anticipate challenges, proactively search for opportunities, and make decisions that are in the best interest of the company

Qualified candidates will have:

• Bachelor’s Degree in Business or related field required
• Subject Matter Expert in Microsoft Office, SAP, Salesforce, EDI, and customer profiles
• Capable of applying deep knowledge to complete fundamental department tasks, supervise and train peers, and problem solve complex/escalated issues
• Desire and ability to progress to a Manager role within the Order Management team and/or within the broader organization