Mid-level Customer Service Analyst

Responsibilities

• Manage orders pending invoicing, handling request date adjustments, balance cancellations, minimum value analysis, removal of system holds, and order consolidation.
• Maintain constant contact with support areas for handling and necessary authorizations for order flow.
• Responsible for managing the order portfolio with a focus on invoicing consolidation and operational optimization.
• Manage invoicing for orders with advance payment and credit card conditions, ensuring proper process flow and alignment with involved departments.
• Provide invoicing forecasts for orders with expired or soon-to-expire request dates, using stock indicators and forecasts to compile information and share it with clients and internal teams.
• Monitor deliveries via portals and carriers, ensuring customers receive updated information and agreed deadlines are met.
• Schedule deliveries for customers with specific delivery needs, ensuring operational alignment and adherence to agreed time windows.
• Manage protocols and Customer Service (SAC) through internal systems and related departments, seeking prompt resolution for incidents related to delivery, quality, operations, sales and other deviations.
• Create, analyze and manage area indicators/metrics, contributing to data control, identification of deviations and anticipation of operational issues.
• Actively participate in the development and implementation of actions aimed at continuous improvement of service and resolution of operational issues.
• Manage allocation and billing waves in the Flow system, as well as support other activities related to the order portfolio.

Requirements

• Bachelor's degree completed or in progress in Business Administration, Production/Industrial Engineering, Logistics or related fields.
• Postgraduate/MBA in Logistics, Supply Chain or related areas is desirable.
• Green Belt / Six Sigma certification is desirable.
• Previous experience in Customer Service, OTC (Order to Cash), Planning or related areas.
• Advanced MS Office skills, with emphasis on Excel and data analysis.
• Knowledge of AI (Artificial Intelligence) tools and CRM systems is desirable.

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