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Customer Service Senior Analyst

hace 1 día

Tlalnepantla, México The Clorox Company A tiempo completo

Clorox is the place that's committed to growth – for our people and our brands. Guided by our purpose and values, and with people at the center of everything we do, we believe every one of us can make a positive impact on consumers, communities, and teammates. Join our team. #CloroxIsThePlace

Your role at Clorox:

The Customer Service Senior Analyst will manage the end-to-end order process, ensuring timely and accurate execution of customer requests, and fostering strong partnerships with Customer Inventory Control Specialists (ICS). This role will focus on maintaining operational excellence, resolving issues, and supporting process improvements that enhance service levels and customer satisfaction.

In this role, you will:

Customer Communication & Issue Resolution

  • Serve as the main point of contact for all daily communications with Customer ICS and assistant buyers, ensuring alignment with customer timelines and expectations.

  • Provide timely updates on order status, missed shipments, and any exceptions. Issue Service Delay Notifications (SDNs) as required.

  • Facilitate resolution of EDI, pricing, and order-related errors by coordinating with internal teams and stakeholders.

Order Management & Execution

  • Coordinate and execute customer-driven changes including RDD updates, cancellations, quantity adjustments, and expedited shipments, ensuring compliance with internal supply chain policies.

  • Ensure proper execution of returns, deductions, and collections processes, keeping customers informed throughout.

Export and Trade Compliance

  • Monitor export processes to ensure adherence to relevant guidelines, policies, and trade compliance regulations.

Cross-Functional Collaboration

  • Actively participate in weekly cross-functional Customer Team meetings, providing visibility into order metrics, status updates, and key issues.

  • Support Customer Supply Chain Managers on special projects and strategic initiatives.

  • Participate in planning and execution of Customer event management to ensure flawless operational delivery.

Continuous Improvement & Documentation

  • Identify and propose process improvements to streamline order management and reduce inefficiencies.

  • Collaborate with cross-functional teams on improvement projects and special initiatives.

  • Maintain and update Customer profile documentation to ensure processes and policies are accurately reflected.

What we look for:

Experience & Education

  • Bachelor's degree in Business Administration, International Trade, or a related field.

  • Minimum of 3 years of experience in customer service and order management within FMCG companies.

  • Experience managing supply chain processes, including order management, transportation, and fulfillment.

  • Fluent English (written and verbal).

  • Experience working with SAP (required).

  • Advanced Excel user.

  • Experience with EDI systems is a plus.

  • Experience with process improvement methodologies is a plus.

Skills & Abilities

  • Excellent communication and relationship-building capabilities with both customers and internal partners.

  • Strong analytical, problem-solving, and troubleshooting skills.

  • Ability to manage multiple priorities in a fast-paced and dynamic environment.

  • Strong attention to detail, organization, and commitment to executional excellence.

  • Strong leadership and influencing skills.

  • Solid financial and business acumen.

Our values-based culture connects to our purpose and empowers people to be their best, professionally and personally. We serve a diverse consumer base which is why we believe teams that reflect our consumers bring fresh perspectives, drive innovation, and help us stay attuned to the world around us. That's why we foster an inclusive culture where every person can feel respected, valued, and fully able to participate, and ultimately able to thrive. Learn more.Benefits we offer to help you be well and thrive:

  • Competitive compensation

  • Generous 401(k) program in the US and similar programs in international

  • Health benefits and programs that support both your physical and mental well-being

  • Flexible work environment, depending on your role

  • Meaningful opportunities to keep learning and growing

  • Half-day Fridays, depending on your location

Please apply directly to our job postings and do not submit your resume to any person via text message. Clorox does not conduct text-based interviews and encourages you to be cautious of anyone posing as a Clorox recruiter via unsolicited texts during these uncertain times.

To all recruitment agencies: Clorox (and its brand families) does not accept agency resumes. Please do not forward resumes to Clorox employees, including any members of our leadership team. Clorox is not responsible for any fees related to unsolicited resumes.