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    • Customer Service Senior Analyst - Santiago de Querétaro - Loyalty Rules

    Loyalty Rules
    Loyalty Rules Santiago de Querétaro

    hace 1 semana

    Default job background
    Educación / Formación
    Descripción

    Key Responsibilities:

    • Customer Management and Service Excellence: As a Senior Customer Service Analyst at loyalty-rules, you will act as the primary point of contact for assigned complex, high-priority accounts, ensuring consistent and reliable performance. You will manage customer situations, including escalations, from order placement to order delivery while proactively identifying and resolving issues to enhance the customer experience.
    • Process Optimization and Problem Resolution: You will analyze trends and conduct root cause analyses to address pricing discrepancies, OS&D, and returns. You will use tools like SAP and Celonis to drive process efficiencies and implement continuous improvement initiatives.
    • Strategic Collaboration and Stakeholder Engagement: You will partner with internal and external stakeholders, including supply chain, finance, sales teams, brokers, IT, and transportation carriers, to resolve logistical challenges and improve customer outcomes.
    • Performance Monitoring and Analytics: You will use data-driven insights to evaluate and improve order management processes. You will develop and present analytics-based recommendations to sales partners and customers, ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
    • Capability Building and Leadership: You will lead special projects and continuous improvement initiatives to drive innovation within the order management process. You will build individual skills through training and participate in pilots, system testing, and service rehearsals before implementing major changes.

    We're Looking for Someone With

    • Bachelor's degree in Business Administration, Logistics, or a related field.
    • Proven ability to manage complex, high-priority accounts while building and maintaining strong relationships with internal and external stakeholders.
    • Proficiency in ERP systems (e.g., SAP) and Microsoft Office, with demonstrated ability to leverage data for trend analysis and process optimization.
    • Deep analytical expertise and root cause analysis skills to identify and resolve challenges in order management processes.
    • Excellent verbal and written communication skills with the ability to present insights and lead cross-functional projects or initiatives.
    • Commitment, Strong time management skills with the ability to manage competing priorities and consistently meet or exceed performance objectives.
    • Advanced English level is mandatory.

    About Us

    At loyalty-rules, we are driven by our vision to deliver exceptional customer service while managing complex, high-priority accounts. Our culture celebrates boldness and empowers our people to challenge the status quo, achieve results, and win together. We focus on Equity, Diversity, and Inclusion (ED&I) to build a culture of belonging where all employees have a place at the table and are inspired to share their passion, talents, and ideas to work.

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Santiago de Querétaro