Customer Ops Coordinator (SAP)

Position Summary:

• Seeking a detail-oriented Customer Operations Coordinator - SAP Implementation to support the company's transition from Microsoft Dynamics 365 Business Central (BC) to SAP.
• This position will assist with Customer Operations activities related to the SAP implementation, including documenting current processes, supporting data validation, participating in testing, tracking issues, preparing training materials, and helping ensure a smooth transition for end users.
• This individual will work closely with Customer Operations, Supply Chain, IT, Finance, Sales, Logistics, EDI, and external SAP implementation partners to support customer requirements and end-to-end order-to-cash processes.
• Following go-live, this role will continue to support SAP usage within Customer Operations by assisting with process documentation, troubleshooting, reporting, training support, and continuous improvement efforts.

• Support Customer Operations activities throughout the transition from Microsoft Dynamics 365 Business Central to SAP.
• Assist in gathering, organizing, and communicating Customer Operations requirements during SAP design, configuration, testing, cutover, and stabilization activities.
• Partner with SAP implementation consultants, IT, and functional stakeholders by providing operational input, documenting requirements, and supporting follow-up actions.
• Document current-state BC processes and assist with reviewing future-state SAP workflows, with particular emphasis on the order-to-cash (OTC) process.
• Participate in SAP design workshops and capture action items, questions, and Customer Operations process considerations.
• Help identify opportunities to simplify manual processes and reduce unnecessary complexity as workflows are reviewed for SAP.
• Identify and escalate process gaps, system dependencies, integration questions, and potential operational risks throughout implementation.
• Serve as a coordination point between technical SAP resources and Customer Operations users by helping clarify questions, track decisions, and communicate updates.

• Support testing plans and scenarios for Customer Operations processes.
• Participate in System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and end-to-end testing for Customer Operations.
• Create and execute test scripts covering customer master data, sales orders, pricing, inventory availability, allocations, fulfillment, shipping, invoicing, credits, returns, EDI transactions, and customer-specific requirements.
• Document defects and system gaps, track priorities, assist with resolution follow-up, and support retesting as needed.
• Validate integrations between SAP and external systems, including EDI platforms, 3PL/WMS environments, customer systems, and other relevant applications.
• Ensure testing represents realistic customer scenarios and high-volume operational conditions prior to go-live.

• Assist with mapping, organizing, and validating Customer Operations data for migration from BC into SAP
• Validate customer master records, ship-to locations, pricing structures, payment terms, customer hierarchies, EDI attributes, shipping requirements, and other critical master data.
• Support validation and reconciliation activities to help confirm completeness and accuracy of migrated data.
• Work with IT, Finance, Sales, and Supply Chain teams to help maintain clear data ownership, issue tracking, and governance follow-up.
• Help identify legacy data quality issues and coordinate follow-up with the appropriate functional owners prior to migration.
• Support development of sustainable master-data processes and controls for the future SAP environment.

• Support activities across the order-to-cash lifecycle, including customer and material master data, EDI order receipt, sales order management, pricing, inventory availability, order holds, fulfillment, shipment confirmation, invoicing, returns, credits, and deductions.
• Assist with documenting customer requirements for major retail and e-commerce customers, including Walmart, Target, Ulta Beauty, Walgreens, CVS, Amazon, and grocery customers.
• Coordinate with Logistics and 3PL teams to support validation of order, shipment, ASN, and inventory integrations.
• Support EDI mapping, testing, troubleshooting, and validation of key customer transactions.
• Identify and communicate opportunities to reduce manual work through SAP functionality and system integrations.

• Participate in development and execution of the Customer Operations SAP cutover plan.
• Validate open orders, customer master data, inventory visibility, pricing, and other critical information prior to go-live.
• Assist with tracking Customer Operations readiness items and go-live preparation activities.
• Provide hands-on support during go-live and hypercare.
• Investigate SAP issues affecting customer orders, shipments, invoicing, or service levels and coordinate follow-up with the appropriate teams.
• Maintain post-go-live issue trackers, document recurring themes, and assist with follow-up until corrective actions are completed.

• Assist with developing SOPs, process maps, training materials, and SAP job aids.
• Support SAP training for Customer Operations users by helping prepare materials, coordinate sessions, and answer process-related questions.
• Help prepare the organization for changes in roles, processes, controls, and workflows resulting from SAP implementation.
• Build working knowledge of SAP processes and serve as a day-to-day resource for Customer Operations users.
• Promote consistent adoption of standardized SAP processes across the team.

• Support Customer Operations SAP activities following implementation by assisting with documentation, troubleshooting, reporting, and process follow-up.
• Identify opportunities to improve automation, system utilization, data quality, and process efficiency.
• Partner with IT and SAP support resources to log enhancement requests, track recurring issues, and coordinate resolution updates.
• Review system and operational data to help identify order failures, service issues, and process inefficiencies.
• Support future SAP enhancements, integrations, releases, and business process changes

• Timely and accurate support of Customer Operations activities related to the BC-to-SAP transition.
• Accurate migration and validation of customer master and transactional data.
• Thorough participation in testing activities and timely follow-up on defects, questions, and assigned action items.
• Effective coordination and documentation of SAP integration questions involving EDI, 3PL, and other Customer Operations systems.
• Minimal disruption to customer orders and service levels during cutover and go-live.
• Clear documentation, training support, and user readiness assistance for Customer Operations team members.
• Reduction of manual processes and workarounds following implementation.
• Stable and scalable order-to-cash processes following go-live.
• Continued identification and implementation of SAP process improvements

• 2-4 years of professional experience in Customer Operations, Order Management, Supply Chain, ERP support, Business Systems, or a related field.
• Experience supporting ERP implementation, migration, testing, system adoption, or process improvement initiatives preferred.
• Working knowledge of ERP processes supporting sales orders and order-to-cash; SAP exposure is preferred but not required.
• Strong understanding of order management, customer master data, pricing, fulfillment, invoicing, and customer service processes.
• Experience participating in SIT, UAT, test-script execution, defect tracking, or end-to-end process testing preferred.
• Experience supporting data validation, reconciliation, clean-up, or master-data maintenance preferred.
• Exposure to EDI, customer integrations, or customer compliance requirements preferred.
• Exposure to 3PL, warehouse management, logistics, or inventory-related systems preferred.
• Experience with Microsoft Dynamics 365 Business Central is highly desirable.
• Intermediate to advanced Excel skills and comfort working with operational data.
• Strong organization, documentation, attention to detail, follow-up, communication, troubleshooting, and problem-solving skills.
• Ability to communicate clearly with both technical and non-technical stakeholders and translate process questions into actionable follow-up items.

• SAP S/4HANA exposure or experience supporting SAP implementation activities.
• SAP SD / Order-to-Cash exposure.
• Experience supporting ERP transformation projects, system testing, documentation, or change management activities.
• EDI familiarity, including common order-to-cash transactions such as 850, 855, 856, 810, and 846.
• Experience with 3PL/WMS integrations.
• Experience supporting high-volume retail customers and complex customer compliance requirements.
• Experience developing process maps, functional requirements, test scripts, SOPs, and training documentation.
• CPG, beauty/personal care, retail, or other high-volume consumer products experience strongly preferred.
• Experience supporting major retailers such as Walmart, Target, Ulta Beauty, Walgreens, CVS, Amazon, and grocery customers is a plus.

We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.