Customer Service Analyst
TASKS AND RESPONSIBILITIES
- Manage the end-to-end Order-to-Cash (OTC) process in Peru: order entry, order fulfillment, delivery tracking, billing, and coordination with logistics, finance, and collections to ensure a seamless flow.
- Serve as the main contact for customers, distributors, and sales representatives, providing proactive, solution-oriented support and building strong, trust-based relationships.
- Execute operational adjustments including order entry, volume/date modifications, product returns, credit notes, and marketing output/rewards, ensuring accuracy and compliance with internal policies.
- Influence stakeholders, customers, and distributors to adopt new processes, digital tools, and systems (SAP, O2C, CRM/Salesforce, Cotalker), including conducting dedicated training sessions.
- Implement, monitor, and report operational and service KPIs, aligned with strategy, detecting deviations and proposing continuous improvement initiatives.
- Identify opportunities for innovation, automation, and process improvement,
contributing actively to regional and local projects that drive a lean and digitalized OTC process.
- Analyze workflows to ensure efficiency, minimize response times, and propose creative solutions to recurring operational challenges.
- Collaborate closely with Planning, Finance, Credit Management, Distribution, and Sales teams to achieve business targets and accelerate sales growth.
- Support the local implementation of regional initiatives (e.g., digital tools rollout, Cotizador, LEAN process standardization) ensuring alignment with Conosur Customer Service strategy.
- Ensure timely and accurate resolution of customer and distributor requests, escalating complex cases when necessary and following up until closure.
WHO YOU ARE
- Bachelor's Degree in Engineering, Business Administration, Supply Chain, Accounting, or a related field.
- 4 years of experience in Supply Chain, Customer Service, or Customer Operations role
📌 Customer Service Analyst (Callao)
🏢 Bayer
📍 Callao