Customer Service Lead Analyst (33438810) - The Cigna Group

This is a temporary contract opportunity with The Cigna Group through Magnit, an enterprise third-party vendor for contingent work. 

Role Overview: 33438810  Customer Service Senior Analyst

• The Customer Service Analyst is responsible for assisting with activities involving order fulfillment being used in our ERP Conversion project.
• The role will focus on review of blocks, customer service, communication, and will be responsible for performing advanced and complex customer service functions; order entry/fulfillment and high-level escalation resolution. 
• You will need the ability to work in a team setting with BA, BRM and Business User that potentially are less advanced users. This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions.
• The position requires the ability to maintain effective relationships with client base to ensure the effective delivery of superior customer service. This individual needs the ability to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required. This individual needs a friendly, confident disposition, a passion customer service, inquisitive and helpful nature, and a natural sense of curiosity.

ESSENTIAL FUNCTIONS

• Supports hand off from UAT to Hypercare
• Primary objective is Independently resolve basic customer order conflicts including but not limited to:  product, order placement, eligibility, standing orders, contract administration, credit requests and returns.
• Demonstrates intermediate knowledge of Customer Support organization to aid in issue escalation, knowledge of policies and procedures, and mastery of routine skills.
• Demonstrates technical proficiency to access customer account information, product information, and pricing/contract information to solve problems.
• Works with internal partners to provide accurate and timely daily results.
• Works with Governance team to ensure alignment around change requests and data standards.
• Communicates regularly (both written and verbal) with both internal and external partners.
• Effectively collaborate with internal departments to resolve customer issues, including the sales, credit and distribution center departments
• Is able to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required.

QUALIFICATIONS

• Experience with ERP reporting tools, queries, and business intelligence applications.
• Strong technical and procedural knowledge of ERP systems
• SAP S4 and IBP experience strongly preferred.
• 3+ years of relevant data analysis experience
• 3+ years of relevant ERP experience; SAP/S4 experience strongly preferred.
• 3+ years of relevant Escalated Customer Service experience strongly preferred.
• Proficient in Microsoft Office, SharePoint, Wrike and advanced Excel skills: database formulas, pivot tables, and charts
• Ability to work in a team setting with BA, BRM and Business User that potentially is not of the same ability in the system.
• Ability to interface with internal or external customers in a professional manner.
• Strong written and verbal communications skills

Location:

• ONSITE; Lake Mary, Florida
• Schedules: Shifts available 8-5, 9-6, 10-7 EST

Education:
AA/BA/BS degree or 3-7 years equivalent working experience

Hourly Pay Rate Range (dependent on location, experience, expectation)
The pay range that Magnit reasonably expects to pay for this position is: $34.00-$41.00/hr
Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)