Customer Service Analyst

Need a customer service analyst to work in US timings from 6:30 pm to 3:30 am. He/ she needs to have experience in supply chain in ordertocash with exp in SAP.Key

Responsibilities
Description % of Time Spent
Receives, enters and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and registering customers complaints. Prepares, collects and archives shipping/export documentation. Manages portfolio that includes strategic customers, as applicable.
40%
Analyze customer and logistics data to include service performance (scorecards), number of orders, frequency, shipments, and effective systems and periodic updates to monitor and advise Account Managers and CS Mgr on order status, issues or outlook.
10%
Manages customer and business partners queries and data: answers question, investigates and provides solutions, processes master data and other requests.
30%
Ensures customer satisfaction through proactive communication with customers and business partners to gauge satisfaction levels and resolve as 10%
Created By: JUSTYNA JANIAK March 08, 2021 Version: 3 needed.
Investigates and assists with implementing proactive methods for continuous
improvement by participating in data analysis and forming corrective action plans
for maintaining and improving service, reducing detention.
5%
Utilize analytical tools, systems and data to report business KPI performance
and identify and lead service improvements with assigned customer and CCI
initiatives.
5%

Qualifications Description
Level of Education and
Discipline
Bachelor's Degree preferred in Customer Service, Supply Chain,
Logistics, Business or related field.
Fluent English, additional language/s depending on the portfolio
Experience -
functional/industry/commercial knowledge, business acumen
1-3 years experience preferred in Customer Service, Distribution,
Logistics or Supply Chain.
Certification and/or Licenses

Interpersonal Skills -
leadership, interactions,
communication, influence
Excellent interpersonal and relationship management skills.
Able to communicate effectively both orally and in writing with
individuals at all levels. Involves significant exchange of information in
a concise and logical way.

Other Skills and HPO
Competencies
Analytical skills, intermediate Microsoft Office (Excel, Word),
independence in addressing and solving issues with internal and
external customers, experience with ERP systems.
Achieving results, ability to manage multiple process steps and adapt
to changing priorities.
Ability to identify and drive improvement opportunities for work
processes (process improvement mindset