Customer Service Analyst

Position Summary
Ensure the entire order process, from receipt of purchase orders in the system to deliver to customers, ensure that the 3PL receives, processes, and plans orders through to deliver according to customer requirements, ensure that billing electronics complies with the current requirements of the local authorities for its entry into the payment process.
Support OTC model which considers processes as order management and order fulfilment, Billing.

Universal Accountabilities
•Manage sales orders
•Manage complaints
•Manage returns
•Manage Billing and credit notes

Specific Accountabilities
•Support customer service strategy
•Coordinate business review with top Customers (inter and externally)
•Define and coordinate customer service survey
•Credit notes process (rejection and returns)
•Backorder management
•Coordinate peak season deliveries
•Coordinate special requirements to deliver
•POD management
•Electronic invoice management

Required Skills and Experience
•Bachelor Degree in Industrial engineering, preferably. Acceptable: Engineering in Transports
•Business performance management (Scorecard and KPIs)
•Order to Cash: Order Processing and Stock Management
•Order to Cash: Invoicing 
•Customer Concerns Management
•2 years in areas of Customer service area or logistics.

Preferred Skills and Experience
•End to end supply chain understanding.
•Collaboration and Relationship Management
•Desirable English command at basic level (read and write).
•Advanced Office software; search for information in the Internet; Networking; Management software (ERP’s – preferable SAP).
•Ability to lead change
•Strong interpersonal and communication skills
•Problem-solving ability.

Work Environment
•Availability to work in 3PL site twice per week
•Work schedules that vary from typical business hours.

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