About the Role
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We are seeking a highly skilled Process Analyst to join our team in Duisburg. As a key individual contributor within the Finance organization, you will play a critical role in driving standardization, process improvement, and service excellence in customer-related operations.
Your Key Responsibilities:
* Analyze end-to-end processes to drive standardization, improve efficiency, and enable automation.
* Centralize and maintain all customer agreements across markets; identify synergies and areas for improvement.
* Define standard terms and service definitions for offerings; highlight non-standard requests in the Service Catalogue.
* Review and document customer-specific SOPs; identify and address cost-driving deviations from standard processes.
* Ensure quality and consistency in operational reporting.
* Provide analytical support for underperforming markets and strategic projects.
Key Deliverables:
* Design and implement global best practices in customer service.
* Support development of short- and long-term strategies.
* Define and track KPIs, benchmark performance within HAVI and the wider logistics industry.
* Specify ERP capabilities required to support best-in-class customer service processes.
* Cross-functional collaboration & governance.
* Enhance collaboration across departments and improve customer service effectiveness.
* Manage key projects focused on standards, safety, and service culture.
* Serve as the key contact for order management and customer service-related requests – including scoping, prioritization, and impact assessment.
* Coordinate global and regional meetings for Customer Service leadership.
* Participate in the rollout of global initiatives and ensure successful execution.
* Act as process owner for parts of the Order-to-Cash (O2C) process (e.g., order and claim management).
Requirements:
* Bachelor's or Master's degree in Business Administration, Supply Chain, Process Management or a similar field.
* Relevant certifications (e.g. SAP, Six Sigma, BPMN) are a plus.
* Several years of experience in customer service, process management or customer relations.
* Experience in international and cross-cultural projects, especially in standardization and process rollout.
* Strong analytical skills along the Order-to-Cash process; able to identify automation and efficiency opportunities.
* Able to balance strategic thinking with timely, high-quality execution – in line with our 'Deliver the Promise' approach.
* Hands-on, value-driven and pragmatic work style.
* Fluent English skills and solid German knowledge.
* Willing to travel internationally.
Please submit an online application with your salary expectations and an indication of your earliest starting date.