Customer Success Analyst II - SAP/ERP

UNFI; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Sick Time

401K Program

Medical, dental, and vision insurance

Flexible Spending Account

Job summary

A major grocery wholesaler is seeking a Customer Success Analyst II - ERP to support process improvements enabled by SAP. This remote role involves collaborating with teams to optimize Order-to-Cash processes while assisting in documentation, testing, and data analysis. Ideal candidates possess a relevant bachelor's degree and 3-5 years of experience in customer operations or ERP. Strong analytical skills and proficiency in tools like Excel and Power BI are essential for success.

Qualifications

• 3-5 years of experience in customer operations or ERP support.
• Exposure to large-scale ERP systems is a plus.
• Familiarity with order-to-cash processes preferred.

Responsibilities

• Assist in documenting business requirements and user stories.
• Participate in user acceptance testing and develop test scripts.
• Support change management activities including training documentation.
• Support SOPs, workflows, and process documentation.
• Analyze customer operations data (order cycle time, billing accuracy) and support dashboards.
• Coordinate with cross-functional teams to gather insights and support implementation.

Skills

Analytical skills

Attention to detail

Written and verbal communication

Proficiency in Excel

Proficiency in PowerPoint

Familiarity with Visio and Jira

Data visualization tools (Power BI, Tableau)

Learning agility

Education

Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field

Tools

SAP

Power BI

Tableau

Jira

Visio

Job description

Overview

The Customer Success Analyst II - ERP supports the transformation and continuous improvement of customer-facing processes enabled by SAP. As part of the Customer Experience & Support Services organization, this role contributes to the design, documentation, testing, and measurement of Order-to-Cash (O2C) processes—ensuring that systems and operations align with business goals and deliver excellent customer experience.

Reporting to the Senior Manager, Customer Success – ERP, this analyst will collaborate with cross-functional teams across customer support, order management, billing, pricing, and data governance. The analyst will help translate business needs into process requirements, support SAP project activities, and provide insights through data analysis and reporting.

Job Responsibilities

Core Responsibilities

• SAP Implementation Support
  • Assist in documenting business requirements, process flows, and user stories for SAP Order-to-Cash workstreams (e.g., order entry, pricing, billing, claims, and returns).
  • Participate in user acceptance testing (UAT), helping to develop test scripts and validate business scenarios.
  • Support change management activities including training documentation, user guides, and stakeholder communications.
  • Track progress on key project deliverables and follow up on action items with cross-functional stakeholders.
• Process Documentation & Optimization
  • Support the Senior Manager in developing and maintaining standard operating procedures (SOPs), workflows, and business process documentation.
  • Identify gaps or inefficiencies in current processes and assist in proposing enhancements.
  • Help gather feedback from end-users and operational teams to improve process adoption and usability in SAP.
• Data & Reporting Support
  • Assist with the analysis of customer operations data, such as order cycle time, claims volume, billing accuracy, and other key performance indicators.
  • Support efforts related to customer master data governance and help ensure consistency and accuracy in customer data fields.
  • Contribute to development of dashboards and reporting tools by gathering requirements and supporting validation.
• Cross-Functional Collaboration
  • Coordinate with Customer Support, Order Management, Pricing, Billing, and IT teams to gather insights and support implementation activities.
  • Act as a liaison between business users and technical teams, ensuring clarity of requirements and business needs.
  • Attend cross-functional team meetings and provide project and process updates.
• Performs other duties as assigned.

Job Requirements

Education/ Certifications:

• Bachelor’s degree in: Business Administration, Operations Management, Information Systems, or related field.

Experience:

• 3-5 years of experience in a customer operation, business process, data analyst, or ERP support role.
• Exposure to or interest in large-scale ERP systems (SAP experience a plus).
• Familiarity with order-to-cash processes, customer service, or order management operations is preferred.

Knowledge/Skills/ Abilities:

• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to learn new systems and processes quickly.
• Proficiency in Excel, PowerPoint, and business documentation tools such as Visio and Jira.
• Familiarity with reporting and data visualization tools (Power BI, Tableau) is a plus.
• Proactive, collaborative, and eager to grow in a dynamic, transformation-focused environment.
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Remote Role:

• This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Physical Environment/Demands:

Office Roles:

• Most work is performed in a temperature-controlled office environment.
• Incumbent may sit for long periods of time at a desk or computer terminal.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.
• Stooping, bending, twisting, and reaching may be required in the completion of job duties.

About UNFI: We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI

UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - M/F/Veteran/Disability. VEVRAA Federal Contractor.

Company:

United Natural Foods Inc.

Compensation:

UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws.

For Washington positions (or positions that may be performed remotely from Washington), Click HERE for Washington-specific paid time off details.

Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program; medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements.

UNFI’s compensation, benefits, and paid time off policies are subject to change in the Company’s sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.