Customer Service Analyst

hace 2 días


León de los Aldama, Guanajuato, México Wella Company A tiempo completo
About the Role

We are seeking a highly skilled Sales Customer Service Analyst to join our team at Wella Company. As a key member of our Customer Service organization, you will be responsible for delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Create initial order entries and maintain high product and service quality
  • Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner
  • Ensure order size optimization and understand order patterns to improve business performance and drive improvements in departmental KPIs
  • Handle emergency orders and emergency alternative procedures for urgent requests
  • Provide support for on-time delivery to customers and handle returns and refusals
  • Issue reports and follow-up on results and participate in internal and external audits
  • Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes
  • Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information
  • Execute and analyze FROT, CDR, and POM data for analyzing departmental KPIs for the Customer Service organization (fill rate and on time delivery)
Requirements
  • High School degree required, Bachelor's degree in related field preferred
  • Excel (pivot tables, formulas, functions), general computer experience required
  • Knowledge in Supply Network Operations (or general business background)
  • Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers
  • Collaboration Skills: Ability to work collaboratively across different styles and develop strong partnerships
  • Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc)
What We Offer

At Wella Company, we offer a dynamic and supportive work environment that fosters growth and development. As a Sales Customer Service Analyst, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.



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