Customer Service Analyst
hace 1 mes
Wella Company is a leading beauty company that enables individuals to look, feel, and be their true selves. With a presence in over 100 countries and a family of iconic brands, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.
The RoleWe are seeking a Sales Customer Service Analyst who will demonstrate extraordinary customer service and embody the Vision of Wella. This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers.
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
Essential:
- 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)
- Advanced english level
We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
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