Senior Customer Service, Analyst

About the role:
The Senior Customer Service Analyst plays a strategic role in improving the company's service level and the efficiency of the Order to Cash process. This professional will be responsible for analyzing and adjusting the order portfolio, actively contributing to the achievement of strategic objectives.

Key responsibilities include:

● Manage customer orders through careful analysis of orders in the system, ensuring orders are delivered following established guidelines.

● Ensure proactive customer service, adapting the order portfolio based on prioritization analyses.

● Monitor the efficient execution of the order cycle, from entry to final delivery, ensuring a high level of customer service (OTIF).

● Improve customer experience thru the execution of the transformation strategy, aiming to increase and maintain satisfaction through regular feedback (NPS) and interventions to simplify and digitize Order to Cash processes.

● Collaborate in the implementation of the digital transformation strategy in customer service, including process automation and improvements to the B2B sales portal.

● Develop and monitor customer service KPIs, analyzing trends and proposing corrective action.

● Lead the management of incidents and returns, using methodologies such as PDCA and root cause analysis.

● Work in partnership with the Sales and Supply Chain areas to improve the reliability and responsiveness of customer service.

● Develop and understand the service channel under your responsibility, ensuring consistent results during periods of high demand.

● Lead continuous improvement initiatives, ensuring the application of best market practices.

● Participate in regional and local cross-functional projects, aligned with SAP and Salesforce guidelines.

● Manage incidents in alignment with the crisis management team.

● Make adjustments to orders within the order management system, ensuring accuracy and delivery flow in the supply chain.

Scope:

● All business units in Chocolate and Beverage (4 country chocolate clusters / GCA LATAM) with 19 countries in LATAM (Excluding Mexico).

● 5,000+ customers across 19 countries.

● Coordinating direct sales between multiple regions thru LATAM business.

● Reconcile service-related countermeasures, including monitoring, control and, if necessary, escalation for Customer Service Leadership.

Other responsibilities:

● Lead the Customer Service Continuous Improvement process from tools to application.

● Responsible for the order cycle: From order entry to delivery follow up (From order change/fix/split to deliveries).

● Strong drive to increase service level (OTIF) whilst reducing/controlling the cost to serve.

● Lead the monthly pacing ensuring targets are achieved with root cause analysis on the deviations.

● Returns & Complaints management: KPIs and PDCAs on root causes.

● Work in partnership with Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/ MDs.

● Lead VMI, EDI and order processing seeking for understanding changes, align and take actions to avoid/ reduce impacts within logistics, pacing and scheduling.

● Take control of customer issues and track those issues to resolution.

● Develop procedures, policies and standards of care.

● Maintain accurate records and document customer service actions and discussions.

● Analyze statistics and compile accurate reports.

● Support Customer Service leader to recruit and train customer service team and create an environment where they can excel through encouragement and empowerment.

● Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.

Qualifications:
● Higher education in Administration, Engineering, Economics or related areas.

● A postgraduate or MBA in Project Management, Strategic Management or related areas will be a plus.

● Proven experience of at least 5 years in Customer Service functions

● Mastery of SAP Order-to-Cash and complaint management systems (Salesforce).

● Knowledge of incoterms, customs procedures, and revenue recognition rules.

● Experience in credit and collection management, as well as logistics and transportation.

● Fluency in Portuguese and English, Spanish is a plus.

Location: São Paulo