Customer Service Analyst

Order management from receipt through final delivery, ensuring operational efficiency and process quality. Operate with a customer-centric approach, providing support, prompt resolution of requests, and excellence in customer service, contributing to customer retention, stronger relationships, and business growth.

• Manage, analyze, and maintain orders, ensuring effective customer service.
• Enter, validate, and confirm orders in the system, ensuring compliance with commercial and tax information.
• Process delivery orders, monitoring all stages of the workflow through to successful delivery to the customer.
• Monitor production progress, aligning priorities and deadlines with internal teams to ensure order fulfillment.
• Conduct follow-ups with customers and involved departments regarding order management.
• Provide customer support via phone, email, and other communication channels, answering inquiries, offering assistance, and delivering prompt and effective solutions.
• Analyze and resolve discrepancies related to orders, billing, deliveries, inventory, and registration, monitoring the identification of the root cause and resolution of problems, and directing them to the responsible areas.
• Collaborate with Sales, Planning, Logistics, Billing, Quality, and Finance teams to ensure smooth process flow.
• Monitor customer service and service-level performance indicators (SLA/OTIF), proposing continuous improvement actions to enhance customer satisfaction.
• Contribute to the continuous improvement of Customer Service processes by identifying opportunities for standardization, automation, and rework reduction.

• Bachelor's degree in Business Administration, Marketing, Logistics, Engineering, or related fields.
• Advanced English.
• Strong communication skills.
• Experience in customer service and customer support.
• Knowledge of Salesforce, Power BI, Microsoft Office.
• Knowledge of SAP MM/SD modules.

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