Job Description

The Customer Service Analyst is responsible for managing the sales orders, shipments and backlog. This role supports decision-making by evaluating data, monitoring KPIs, and recommending process improvements within the customer service function.

Key Responsibilities

• Manage the backlog, sales order set up, execute and monitor shipments
• Identify and resolve root causes of customer issues and service gaps.
• Develop reports, dashboards, and presentations for leadership and LATAM operational teams.
• Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
• Collaborate with customer service teams to improve workflows, processes, and service quality.
• Provide recommendations for continuous improvement initiatives based on data insights.
• Conduct root cause analysis to reduce recurring customer complaints.
• Support the implementation of new tools, systems, or processes within customer support operations.
• Perform quality assurance audits and provide feedback to agents and supervisors.
• Assist in forecasting demand and workforce planning based on historical data trends.

Qualifications & Requirements

• Bachelor’s degree in business administration, Business, Finance, or a related field.
• 2–4 years of experience in customer service, data analysis, or a related role.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel (advanced level) and data visualization tools (e.g., Power BI).
• Excellent written and verbal communication skills in English.
• Ability to translate data into clear and actionable insights.
• Strong attention to detail and organizational skills.

Preferred Skills

• Familiarity with Lean, Six Sigma, or continuous improvement practices.
• Experience in shared service environments.

Key Competencies

• Data-driven decision-making
• Critical thinking
• Attention to detail
• Collaboration and teamwork
• Results-oriented mindset
• Adaptability and initiative