Senior Customer Service Analyst | SP

Description

Job Summary: Responsible for monitoring orders and deliveries, managing administrative customer service demands, and maintaining strategic relationships with various departments to ensure customer satisfaction. Key Highlights: 1. Strategic management of national orders and deliveries. 2. Interaction with customers, suppliers, and partners. 3. Focus on efficiency, cost-effectiveness, and continuous improvement. Description: * Bachelor's degree in Engineering, IT, Business Administration, or related field. * Intermediate English proficiency. * SAP system knowledge preferred; experience as Key User in system implementation. * Knowledge of BI tools. * Proficiency in Office suite. Responsible for monitoring orders with carriers and ensuring timely delivery to customers, as well as managing nationwide administrative demands of the Customer Service department. Collaborates extensively with Sales, customers, suppliers, and partners to meet customer needs, support the sales team, and guarantee on-time replenishment of retail points. * Track sales orders and returns via electronic systems to ensure fulfillment of customer requirements. * Monitor invoicing from invoice issuance through delivery completion, ensuring order execution. * Manage deliveries by tracking deadlines, controlling, and monitoring transportation of finished goods from warehouse dispatch to customer receipt. * Track returns and rejections, identifying opportunities to reduce occurrences and improve the process. * Interact with customers, manage SLAs for services provided, and monitor discrepancies when identified. * Develop and update operational KPIs in business intelligence tools, providing data to support strategic decision-making. * Manage the logistics operator by conducting periodic inspections to ensure compliance with established policies and procedures. * Prepare, track, and analyze operational reports and KPIs, safeguarding performance indicators—especially OTIF (On-Time In-Full). * Develop data analysis tools and methodologies; participate in alignment meetings and departmental projects. * Promote process efficiency and cost-effectiveness by identifying inefficiencies and opportunities for continuous improvement. 2512100202181911926