Customer Service/SAP Analyst

Company Description

With over 100 years of experience, Sika is a worldwide innovation and sustainability leader in the development and production of systems and products for commercial and residential construction, as well as the marine, automotive, and renewable energy manufacturing industries.

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industry.  Sika has subsidiaries in 103 countries around the world, produces in over 400 factories and develops innovative technologies for customers worldwide.  In doing so, it plays a crucial role in enabling he transformation of the consruction and transportation industries toward greater environmental compatibility.  Approximately 33,000 employees generated CHF 11.20 billion in sales in 2025

Job Description

Sika is looking for an experienced SAP Analyst to join its growing team in Madison Heights, Michigan.

At Sika, the SAP Analyst  will play a key role through these various Job Duties:

• Driving customer satisfaction across all aspects of Automotive Customer Service in compliance with Sika policies and procedures
• Proactively resolving complex customer issues
• Ensuring timely accurate service delivery
• Building and maintaining strong customer relationships with key stakeholders to maximize satisfaction

Key Responsibilities: 

• Receive and process customer orders via EDI, customer portals, email and ensuring accurate translation into shipping requirements
• Create and manage daily shipment deliveries, ensuring completeness and accuracy of all documentation
• Coordinate and expedite product shipments as required
• Process credits ad debits and return material authorizations
• Partner with A/R to resolve issues related to re-bills, non-payments, return materials, credits/debits, invoices, etc.
• Review and research premium freight charges; resolve and document freight charge issues; maintain freight log.
• Maintain and update file information in SAP to prevent shortages/overages to customers; maintain and update customer files in SAP; maintain and update price files in accordance with contract review policy and procedures.
• Serve as the primary liaison between customer and plant personnel to expedite customer orders, respond to customer inquiries and resolve customer issues.
• Anticipate issues and provide information daily to production and materials management personnel to prevent shortages, include additional requirements, etc.
• Investigate and resolve customer rating violations as needed
• Perform all work in accordance with departmental policies and procedures as maintained in accordance with TS16949
• Utilize customer-specific systems and software platforms
• Provide after-hours on-call support for customer issues as required
• To include additional, unstated or emerging responsibilities as the role evolves

Qualifications

Qualifications/Experience:

• Minimum education:  high school diploma; some college strongly preferred
• 3-5 years of automotive customer service experience, utilizing SAP or similar software.
• Must possess the ability to work well independently and make decisions affecting profit/loss of Sika
• Excellent interpersonal skills  relationships
• Effective problem solving skills are required.
• Experience in Microsoft Office and spreadsheets.

• Must be able to work odd hours as necessary; may be contacted at home for emergencies.
• Ability to travel.

Additional Information

Perks & Benefits  

• 401k with Generous Company Match   

• Bonuses  

• Medical, Dental, and Vision Benefits  

• Paid Parental Leave 

• Life Insurance 

• Disability Insurance 

• Paid time off, Paid holidays 

• Floating holidays + Paid Volunteer Time 

• Wellness/Fitness Reimbursements  

• Education Assistance 

• Professional Development Opportunities  

• Employee Referral Program & More!  

Sika fosters a culture of entrepreneurship, empowering each individual to make decisions, learn from experiences, and shape their own career path. The safety and well-being of employees are top priorities at Sika, with a strong commitment to open communication and maintaining a safe workplace. In addition, Sika actively contributes to the community and promotes sustainability by giving back, minimizing environmental impact, and embracing