Customer Service Analyst

Systems Limited is looking for a Customer Service Analyst position to deliver all order to cash related processes for assigned customers. The customer service analyst will support the logistics and customer operations team to ensure seamless end to end order to cash fulfilment

This role will be responsible for a supporting a wide range of Travel retail customers working directly with the Account management teams and coordinating cross-functionally within the organization in order to deliver a first-class customer experience to all business Global Travel retail customers.

Responsibilities

• Verify customer purchase orders (e.g., contact details, pricing, terms) & monitor order management process from order entry in SAP system to delivery OTIF.
• Ensure order vs FC check and related stock prioritization to ensure all customer requirements are met.
• Work with system tools, supply chain and planning team to align orders and ensure prompt communication to customers and account managers to manage expectations where shortages arise.
• Work with logistics team and 3PL to ensure shipment schedule meets customer requirements, advise customer of shipping information, and provide shipping instructions & documents in a timely manner.
• Keep record of import-export & shipping document as required by each country specific territory.
• Track orders and keep customer updated with latest ETA of product in line with customer incoterms. Confirm satisfactory delivery of product and flag any issues at receipt of goods.
• Ad-hoc creation of credit & debit notes to customers
• Ensure all business processes are executed in line with company controllership policies and direction

Requirements

• Bachelors degree
• 2-3 years’ experience working in the FMCG industry
• Previous experiences in Supply Chain (Logistics/Customer Services), preferably multinational FMCG companies.
• Hands-on experience using SAP and PowerBI is advantageous
• Proficient in excel, example: VLOOKUP, sum if, pivot tables
• Knowledge and experience in export documentation
• Organized and detailed oriented mindset exhibited in experience
• Strong written and verbal communication skills.
• Ability to operate independently whilst being results-oriented.
• Able to manage pressure well and able to build credibility within the domain
• Good commercial awareness and understanding of consumer and customer behavior alongside business strategy and models
• Experience in finding new ways to improve the efficiency of output and propose new ideas

Technical / Functional / Leadership Skills Required

• Account management (commercial acumen, marketing financials, negotiation & influencing)
• Taking ownership of all customer interactions along with high level of data integrity and attention to detail
• Prompt, effective and accurate resolution of customer issues while developing and maintaining strong customer relationships
• Strong Selling and negotiation skills, Objection Handling and effective questioning
• Experience in data management and analysis along with customer servicing
• Familiar with payment processing services/systems
• Reporting knowledge, especially in generating and providing insights