Job Description

The Customer Service Analyst ensures that customers are provided with the best service level and support, understanding their needs through their interactions with our company with focus on keeping a proactive communication and acting as problem solver.

Additionally, they will follow up on orders, forecast, deliveries, billing, samples, complaints and special requirements.

Work under the guidelines established for the area and actively participate in the search for process improvement in conjunction with the Customer Service Coordinator.

This role is the primary contact for customers and internal stakeholders, acting as the liaison to ensure strong communication amongst all relevant parties and helping to drive the company’s strategy forward as a valued added supplier.

Responsibilities and Duties

• Ensure order entry, the delivery are on track and orders are completed in full, providing customers with status updates throughout the process.

• Answer incoming customer requests regarding billing issues, deliveries, product problems, service questions and general client concerns.

• Coordinate deliveries on a daily basis and manage the output for documents related to orders.

• Invoice deliveries. Prepare CN and DN when necessary.

• Receive and process complaints in the system ensuring a proper follow up.

• Think and communicate cross-functionally to investigate and resolve issues or concerns promptly and accurately including any vital coordination with other areas.

• Maintain constant communication with sales team, internal stakeholders and close relationship with our customers.

• Keep the customer master data and customer´s requirements updated.

• Monitors daily reports and KPI´s to ensure order movement and customer experience as expected.

• Maintain an orderly workflow ensuring proper prioritization of activities.

• Exhibit a troubleshooting and continuous improvement mindset to improve customer service standards.

• Collaborate with Logistics and Quality Control / Assurance teams to gather data on recurring issues and support resolutions that enhance service performance.

• Create reports and dashboards to monitor customer service performance and communicate insights to management.

• Assist in developing and implementing process improvements based on analysis findings to enhance customer satisfaction.

• Support the maintenance of customer records and feedback systems, ensuring accurate and up-to-date information for analysis.

• Participate in training sessions to stay current with customer service standards and tools.

Competencies, Skills & Qualifications

• Education level: Bachelor Degree in International trade, administration or related careers.

• Experience in similar areas (minimum 3 years).

• Extensive knowledge of SAP and TOTVS.

• Excel proven capability.

• Very Good English and Spanish language level.

• Strong and effective communication skills, both verbal and written.

• Excellent customer awareness and focus.

• Empathy. Passion for customer service.

• Demands high standards of accuracy and attention to detail.

• Critical thinker and problem solver.

• Must have the ability to maintain calm under pressure and work in a fast paced team environment.

• Strong efficiency and organizational skills.

• Proactive, easy going, willingness, adaptability to change, service & results oriented.

• Able to convey straightforward technical and non-technical information to audiences that generally understand the subject matter. Communication is normally within the team and with closely related teams.

• Able to work under general supervision, with some guidance from a competent senior colleague or manager needed from time to time.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.