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Senior Customer Service Analyst

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Thanks for your interest in the Senior Customer Service Analyst position. Unfortunately this position has been closed but you can search our 0 open jobs by clicking here.

Your responsibilities:

  • Coach and develop direct report to deliver high quality standard of customer service, set-up appropriate objectives, projects and vision deployment.
  • Ensure the focus within the team to improve and develop customer relationship for optimal collaboration such as but not exclusively: KPI tracking and reporting, Master Data alignment, Collaborative forecast, order review and efficiency, MOQ alignment.
  • Understand local customer service needs and develop/implement/follow up action plans which will result in excellent customer satisfaction.
  • Responsible for the daily operation activities to ensure high levels of service to the customer - complete orders, on-time delivery, free of damages, and accurate transactions.
  • Manage customer requests/questions timely and accurate and minimize number of credit notes.
  • Lead and/or participate in customer facing projects aiming to improve the daily interaction with customers.
  • Optimize customers’ inventory through collaboration, forecasting and exception management to nurture relationships with the customer, maintaining trust and partnership across the supply chain.
  • Responsible for the resolution of issues arising from customers, Sales, and Supply regarding orders and order status, order cuts, and potential issues; resolves issues effectively and efficiently and ensures the coordination and communication of action plans.
  • Internally coordinates with all necessary departments to ensure the delivery of optimal customer service.
  • Strive for continuous improvement of processes and KPIs.
  • Together with Customer Service Manager, develop and improve customer service strategies involving logistics trade terms and cost to serve customer models. Focus on reducing costs and/or improving efficiency.
  • Customer focused: You take pride in maintaining positive customer relationships and believe managing the customer expectations leads to better results. You have proven customer service skills and strong team working skills across functional teams.
  • Supply Chain Professional: You have working experience in an international company, where Customer Relations Management is being used in a very customer and future oriented environment.
  • Self-Starter: You take initiative, practice good judgment and can work independently. You are a problem solver with a high result orientation with a strong sense of urgency and achievement.
  • Analytical: You can sift through data, extract insights and leverage those insights to solve the root cause of a problem. Intermediate skills with Excel are desirable.
  • Strong communicator: You are clear and concise in communicating statuses / required actions and are comfortable presenting across multiple levels of the business.
  • Fast paced: You thrive in a quick moving environment and are comfortable working within the grey space where steps aren’t clearly defined. You see the grey space as an opportunity for you to make an impact. Working with incomplete information doesn’t intimidate you and you are confident in making recommendations leveraging the information paired with your business knowledge. You are flexible and can easily adapt to new situations, you are comfortable with multitasking and can set priorities.
  • You have a Bachelor’s degree B.S. in Logistics, Supply Chain Management or a related business field.
Language skills:
  • Fluency in English and recommended to have fluency in any Scandinavian Language.
  • Please apply through the link with your CV and motivational letter.
  • If any questions regarding the position, please contact Gergana.Ruseva@rb.com


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