Customer Services Analyst

Activity Summary:

• The Customer Service Analyst focuses on monitoring spare parts orders, optimizing the customer experience through personalized and accurate service. Their objective is to prepare spare parts quotations, answer customer questions, and follow up on the process until the order is delivered. They must ensure service excellence, clarity, efficiency, and proactivity in addressing the spare parts needs of Big Dutchman customers. The role is also responsible for analytical inventory analysis, ensuring the availability of parts for express shipment, and proposing process improvements.

Responsibilities:

• Prepare sales quotations for spare parts remotely;
• Monitor the progress of orders internally;
• Ensure that the KPIs for the sales strategy are kept up to date;
• Support the Customer Service technical team with relevant information based on customer feedback;
• Provide excellent customer service by analyzing all collected information and ensuring customer satisfaction;
• Organize and enter information into the CRM;
• Clarify questions regarding spare parts;
• Ensure the prompt dispatch of quotations;
• Develop and adapt regional processes and policies to the local context;
• Support the identification and maintenance of strategic inventory for customers;
• Develop and monitor promotional campaigns for the sale of spare parts and services in the region.

Technical Qualifications:

• Technical or higher education in Automation, Electronics, or Mechatronics;
• Advanced Excel skills;
• Knowledge of CRM systems.