Job Description

WHAT YOU WILL DO

The Customer Service Analyst is responsible for supporting the business in delivering targeted service to customers through order processing, identifying issues, and providing timely resolutions to ensure customer satisfaction and continuous improvement.

Key Responsibilities:

1. Ensure accurate and timely sales order processing:

• Process customer orders accurately and in a timely manner according to established guidelines.
• Analyze order reasons and loss reasons and escalate issues when needed for resolution

1. Coordinate with internal team to support order fulfillment:

• Liaise with Sales teams regarding order fulfillment, pending issues, and other service-related matters.
• Coordinate with Logistics, Finance, and Planning to ensure smooth processes and execution.

1. Support process and operational improvements:

• Contribute to projects and support the delivery of project goals and cost-to-serve initiatives.
• Continuously improve the effectiveness of daily operations, including administration, order management, and communication processes.

1. Manage reporting and information accuracy:

• Provide scheduled reports through SAP data extraction and Excel updates.
• Monitor and ensure the validity of information related to SKUs, customers, and planning updates.

1. Ensure compliance with established processes:

• Execute processes according to applicable compliance requirements, including Order Validation, Release Timing, Requested Arrival Dates, and reverse logistics.
• Escalate non-compliant processes when required and support CAPA execution and sustainability.
• Facilitate the development of SOPs and Work Instructions (WI) to standardize new and existing processes.

OUR PERFECT CANDIDATE

• Minimum 1 year of work experience in a similar or relevant position.
• Bachelor’s degree in Management, Engineering, or a related field.
• Strong analytical and problem-solving skills.
• Good communication skills, including negotiation, influencing, presentation, active listening, feedback and clarity.
• Ability to work collaboratively in a cross-functional environment and build effective stakeholder relationships.
• Good understanding of project management, business financials, and operational processes.