Process Lead 1-3

Job Description

Position Summary: This position supports and optimizes the CRM and eCommerce platform for Bendix CVS (part of the Knorr‑Bremse Group) by translating business needs into eServices configuration support, reporting, and actionable insights. Process Lead partners with Sales Operations, Sales, Marketing, and IT to ensure high‑quality data, monitor user adoption and performance metrics, resolve system issues, support testing and releases, and document standard processes. This position also helps ensure that the CRM system (SAP C4C – Cloud for Customer) and related tools enable efficient sales processes and an improved customer experience through continuous improvement and data‑driven recommendations. The role also supports eCommerce‑related reporting, system integrations, user enablement, and analytics.

Essential Functions

• Partner with Sales and Marketing to gather and document CRM-eCommerce business requirements, user stories, and use cases, support solution design discussions with IT and vendors.
• Develop, maintain, and publish standard and ad hoc CRM-eCommerce reports and dashboards; analyze trends and recommend actions to improve pipeline health, activity, and data completeness.
• Support CRM-eCommerce integration configuration and administration activities (e.g., fields, layouts, validation rules, user access requests) in partnership with IT; create and maintain business process documentation.
• Create and maintain CRM-eCommerce job aids, FAQs, and training materials; provide day‑to‑day support to internal and external users and route issues to the appropriate technical owner.
• Support data quality and governance efforts, including monitoring data integrity, performing root‑cause analysis, and coordinating remediation activities with business and IT teams.
• Coordinate user acceptance testing (UAT) for CRM-eCommerce related enhancements and releases, including test scripts, defect tracking, and validation of fixes.
• Track CRM adoption and operational KPIs (e.g., login/activity, opportunity hygiene, lead response); prepare recurring updates for stakeholders and identify opportunities for process improvement.
• Support integrations and upstream/downstream data processes (e.g., SAP, CRM, eCommerce, third‑party tools) by assisting with data validation, reconciliation, and issue triage.
• Identify and implement continuous improvement opportunities using generative AI.

Knowledge

• Experience supporting a CRM platform (SAP C4C preferred) and Hybris eCommerce, including reporting, user support, and business process documentation.
• Working knowledge of sales processes and customer lifecycle concepts (OEM, Aftermarket, Fleet, or similar environments preferred).

Skills

• Strong analytical and business process skills; ability to translate data into insights and recommendations to improve CRM adoption and eCommerce performance.
• Strong interpersonal skills to work effectively with sales users, business stakeholders, and IT teams; customer‑service mindset for issue resolution.
• Excellent communication skills (written, verbal, and presentation) with the ability to create clear documentation and explain concepts to non‑technical users.
• Highly organized self‑starter with attention to detail; able to manage multiple priorities, follow through on issues, and meet deadlines.
• Proficient with common analysis and reporting tools (e.g., Excel) and comfortable learning new systems; experience with Hybris, CRM reporting/BI tools is a plus.

Experience

Process Lead 1, e‑Service

• 0–3 years of relevant experience, with an emphasis on learning CRM processes and core system functionality
• Runs standard reports, completes defined data quality tasks, and supports eCommerce‑related reporting and data validation under guidance
• Resolves routine user support tickets and assists with documentation and user questions with supervision

Process Lead 2, e‑Service

• 3–7 years of relevant experience, independently supporting core CRM processes and system functionality
• Builds and adapts reports and dashboards, performs root‑cause analysis on data issues, and coordinates user acceptance testing (UAT) for system upgrades
• Independently supports eCommerce reporting, integration validation, and UAT activities; analyzes trends and escalates issues and improvement opportunities

Process Lead 3, e‑Service

• 7+ years of relevant experience, leading complex analysis and cross‑functional problem solving across CRM and eCommerce platforms
• Defines reporting standards and KPIs, influences process and data governance improvements, and mentor others without direct people‑management responsibility
• Leads advanced analysis of CRM and eCommerce data trends and supports cross‑functional initiatives related to eCommerce data quality and system performance

Education

• Bachelor’s degree in business or related field(s).

Position Requirements

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What does Bendix have to offer you?

• Work‑life balance that includes Paid Vacation & Holiday Paid Time Off
• Vacation Premium
• Major medical expenses
• Christmas Bonus
• Life insurance
• Educational assistance program
• Wellness program
• Saving Fund
• Pantry Vouchers
• Personal Days Paid
• Permits paid for: Marriage or Death of a direct relative
• Attendance Bonuses
• Cafeteria Subsidy
• Subsidy for prescription glasses
• Medical service in plant
• Recognition Programs
• Gym