Customer Service Analyst

Description

Job Summary: Responsible for managing customer service operations, monitoring logistics KPIs, fostering customer relationships, and leading continuous improvement initiatives, while collaborating closely with internal departments. Key Highlights: 1. Manage end-to-end customer service operations in the regional office 2. Monitor and act upon logistics KPIs 3. Lead continuous improvement initiatives * Key Responsibilities: * Manage end-to-end customer service operations in the regional office, ensuring operational efficiency and process compliance * Monitor and act upon logistics KPIs (Fill Rate, Returns, In-Stock, Days on Hand, Order Service Availability, Stockouts, Forecast Accuracy, Virtual Inventory) * Foster customer relationships through periodic meetings, focusing on service levels and action plans * Perform customer portfolio cleansing and ensure data base quality * Adjust replenishment parameters (master data setup, lead time, palletization, delivery windows) * Analyze data via Esales and Scanntech (sell\-in, sell\-out, and inventory) to support decision-making * Collaborate closely with internal departments (Planning, Logistics, Sales, Manufacturing, and Quality) * Lead continuous improvement initiatives Requirements: * Completed undergraduate degree in Business Administration, Logistics, or related fields * Proficiency in Microsoft Office Suite * Knowledge of Excel and ERP systems * Basic understanding of logistics processes (order management, billing, delivery) * Strong communication and negotiation skills * Organizational and analytical capabilities * Experience in customer service / customer service operations Minimum Education: Bachelor's Degree Willingness to travel * Christmas Kit * School Kit * Private Pension Plan * Funeral Assistance * Meal Voucher * Medical Assistance * Dental Assistance * Food Voucher * Profit Sharing Program * Transportation Voucher * Pharmacy Network * Psychological Support * Life Insurance