Customer Service Data Analyst

MAIN FUNCTION:

• The Customer Service Data Analyst responsible for the support experience for all LATAM clients, pre- and post-implementation and will drive all aspects of the support activity including collaborating and coordinating across the organization.

QUALIFICATIONS:

• Bachelor’s degree in business, supply chain, industrial engineering or a similar field is preferred. Prior experience in Customer Service or supply chain roles is a plus.
• Minimum of four years of experience in jobs related Customer Service.
• Bilingual: English and Spanish is a must; other languages such as Brazilian Portuguese is a plus.
• Knowledge of electronic industry preferred.
• Excellent written and verbal communication skills – must be professional, courteous, and tactful.
• Excellent skills in organization and time management
• Ability to handle multiple tasks and priorities without supervision, meet established deadlines and excel in a team environment.
• Technical proficiencies in Microsoft Office, Microsoft Windows, with an emphasis on Excel and BI Reporting.
• Must be able to deal with difficult situations tactfully and resolve conflict effectively.
• Proven analytical and problem-solving skills.
• Remain adaptable and flexible in a changing environment.

WORKING CONDITIONS:

The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.

KEY RELATIONSHIPS:

• External Customers
• Internal Sales, Business Management, Operations, Product Supply, Credit/Finance, Plants/DC, and Transportation staff

DUTIES AND RESPONSIBILITIES:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage the complete Order to Bill Process for customer orders from receipt to invoice generation, including order entry and confirmation to ensure accurate and timely pricing, terms, and invoicing.
• Receives, enters, and edits sales orders and changes thereto in accordance with company procedures.
• Uses knowledge of product, availability and customer need to best fill the order, coordinates with appropriate internal resources to answer more advanced questions.
• Checks stock, forecast and future production for customers and distributors.
• Answers general inquiries concerning open orders, from work in process to logistics.
• Receives, responds to and routes requests for quotations as appropriate.
• Provide superior Customer Service every day by building solid business relationships with internal and external customers.
• Research inventory issues for customer shipments.
• Act as a support and resource for Sales, Marketing, Credit, Finance, Quality, and the customer.
• Continuously seeks improved techniques for performing job duties and engages with peers to learn and share best practices as they emerge.
• Constantly monitors the sales forecast to promptly report any variations in planning.
• Reports variations in delivery times for timely decision-making.
• Assists in maintaining the pace of the purchase order process by comparing sources such as (Forecast, Inventory in production, Inventory in transit, available inventory) and contributes to proposing continuous improvements in the process.
• Ensure ongoing adherence to all policies, procedures, and processes so that the results will satisfy any audit review.
• Familiarity with Ecommerce/EDI
• Establish and maintain trusted relationships.
• Be the key interface between the client and all relevant parties and departments internally and externally.
• Maintain a deep understanding of the client's business, organization, and operations.
• Must be an expert in analyzing client data in multiple formats including HTML.
• Track change requests to live solutions that are on-time and successful.
• Problem resolution.
• Risks and issues are proactively identified and managed.
• Other duties, as assigned.