Business Analyst / Commercial Specialist

About the role

Join Nel to improve processes, strengthen insights, and support customers - playing a key role in scaling a global company accelerating the green transition.

Responsibilities

• Track and analyze key metrics related to and including prospect diagnostics, pipeline generation/outcomes, product interest factors, product quality metrics, and client support measurements
• Develop and manage Salesforce reports and dashboards ensuring that the various end users, Teams, and Leadership have access to the key data needed to succeed in their role
• Identify reporting needs and continuously improve or build new reporting tools
• Use CRM and ERP tools to determine a client’s status, assess and respond to their expressed issues to earn their continuing satisfaction
• Manage electronic and manual records throughout the documented case support process, coordinating related actions across Engineering, Operations, Finance, and Manufacturing
• Discern when to escalate issues and/or to apply creative solutions to ensure timely resolutions
• Support the team’s KPIs related to customer entitlement and response timing
• Use Salesforce to generate, track and report on client satisfaction surveys, assessing responses for areas of Commercial Support improvements and of issues trends
• Continuously improve, develop, and document business processes and best practices
• Own or collaborate on Director-assigned Department projects
• Support additional tasks and initiatives as needed by the team

Requirements

• An associate degree or equivalent
• Minimum 2 years of experience in a Business Analyst or similar role
• Minimum of 3 years of Salesforce, multi-cloud experience, either as an Admin or power user
• Clouds including Marketing, Sales, CPQ (or Revenue), Service, Field Service, Experience, Analytics Studio
• Experience with an enterprise-wide ERP and CRM systems
• Strong analytical skills, with the ability to translate data into insights
• Excellent communication skills, both written and verbal
• A proactive and problem-solving mindset, with attention to detail
• Customer-focused approach with a drive to deliver high-quality service
• Knowledge of mechanical and electrical systems is a plus

Qualifications

• Experience from capital equipment or technical service environments, along with knowledge of mechanical or electrical systems, is considered an advantage

Skills

• Structured and curious
• Dynamic environment
• Enjoy working across teams

Benefits

• Comprehensive health and insurance benefits
• Short-term incentive program
• Competitive paid vacation time, sick leave, and holidays

Pay

• Competitive salary

Schedule

• Full-time
• On-site