Job Summary
The Customer Service Analyst is responsible for managing the sales orders, shipments and backlog. This role supports decision-making by evaluating data, monitoring KPIs, and recommending process improvements within the customer service function.
Key Responsibilities
-
Manage the backlog, sales order set up, execute and monitor shipments
-
Identify and resolve root causes of customer issues and service gaps.
-
Develop reports, dashboards, and presentations for leadership and LATAM operational teams.
-
Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
-
Collaborate with customer service teams to improve workflows, processes, and service quality.
-
Provide recommendations for continuous improvement initiatives based on data insights.
-
Conduct root cause analysis to reduce recurring customer complaints.
-
Support the implementation of new tools, systems, or processes within customer support operations.
-
Perform quality assurance audits and provide feedback to agents and supervisors.
-
Assist in forecasting demand and workforce planning based on historical data trends.
Qualifications & Requirements
-
Bachelor’s degree in business administration, Business, Finance, or a related field.
-
2–4 years of experience in customer service, data analysis, or a related role.
-
Strong analytical and problem-solving skills.
-
Proficiency in Microsoft Excel (advanced level) and data visualization tools (e.g., Power BI).
-
Excellent written and verbal communication skills in English.
-
Ability to translate data into clear and actionable insights.
-
Strong attention to detail and organizational skills.
Preferred Skills
-
Familiarity with Lean, Six Sigma, or continuous improvement practices.
-
Experience in shared service environments.
Key Competencies
-
Data-driven decision-making
-
Critical thinking
-
Attention to detail
-
Collaboration and teamwork
-
Results-oriented mindset
-
Adaptability and initiative
