Senior Customer Service Analyst | SP

Description

Job Summary: Responsible for monitoring orders and deliveries, managing administrative customer service demands, and maintaining strategic relationships with commercial departments, customers, and partners. Key Highlights: 1. Strategic management of relationships with customers, suppliers, and partners. 2. End-to-end order cycle monitoring, from billing to delivery. 3. Optimization of logistics processes and analysis of operational KPIs. Description: * Bachelor's degree in Engineering, IT, Business Administration, or related field. * Intermediate English proficiency. * SAP system knowledge preferred; experience as a Key User in system implementation. * Familiarity with BI tools. * Proficiency in Microsoft 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 commercial departments, 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, ensuring fulfillment of customer requirements. * Monitor billing 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 to manage SLAs for services provided and follow up on discrepancies when identified. * Develop and update operational KPIs using 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, monitor, and analyze operational reports and KPIs, safeguarding performance metrics—especially OTIF (On-Time In-Full). * Develop data analysis tools and methods; participate in alignment meetings and departmental projects. * Promote process efficiency and cost-effectiveness by identifying inefficiencies and opportunities for continuous improvement. 2512100202181911926