Customer Service Analyst

Description

Job Summary: This role aims to maximize customer service levels by synchronizing operations and mobilizing internal teams to enable necessary adjustments. Key Highlights: 1. Strategic involvement to maximize customer service. 2. End-to-end management of the order portfolio and data analysis. 3. Collaboration with various internal and external departments. **PURPOSE OF THE ROLE** ===================== This role exists to **maximize the level of service delivered to customers, ensuring operational synchronization and mobilizing internal Supply Chain and Sales functions to enable necessary adjustments**. You will join a team that believes in doing work that matters — for people and for the planet. Because here, we don’t just hire for roles — we invite you to be part of something bigger. **KEY RESPONSIBILITIES** ================================ * Influence internal departments to ensure the Order Flow (XPAFE) proceeds according to policies aligned with the customer. * Perform end-to-end management of the order portfolio. * Analyze KPIs and interpret data, conduct root-cause diagnostics, and propose action plans to reduce losses. * Handle incidents via SAP CRM at the customer’s interface. * Respond to customer inquiries and order-related questions via phone and e\-mail. * Partner with interfacing departments such as GS Canal, Sales, Planning, GT, and Distribution Centers. * Make rapid decisions through critical analysis of pros and cons in each situation. * Prepare presentations for internal and external meetings. * Update customers’ logistical scripts. * Conduct stock-out analysis and disseminate customer scorecards. * Participate in periodic meetings with customers and Sales to address root-cause losses. **REQUIRED EXPERIENCE AND QUALIFICATIONS** ============================================ * Completed undergraduate degree. * Intermediate or advanced Excel skills (pivot tables, VLOOKUP, IF, conditional formatting, CONCATENATE, etc.). * Proficiency in PowerPoint. * Intermediate English. * Experience in data analysis and problem solving. **PREFERRED EXPERIENCE AND QUALIFICATIONS** =========================================== * Knowledge of continuous improvement tools. * Knowledge of Power BI and/or other data tools. At Unilever, inclusion is at the heart of everything we do. **We welcome applications from all backgrounds and are committed to creating an environment where everyone can thrive. All candidates will receive fair and respectful consideration, and we actively support the growth and development of every employee.** Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.