Customer Service Analyst

Há 9 horas

Sao Paulo, Brasil Tate & Lyle Tempo inteiro

**Customer service representatives (CSR) help customers with complaints, orders, samples and special requirements, give customers information about products and services, take orders, coordinate deliveries and process returns. This role is the primary contact for customers and internal stakeholders, acting as the liaison to ensure strong communication amongst all relevant parties and helping to drive the company’s strategy forward as a valued added supplier.**:
**They manage and continuously improve the customer service level and supports sales representatives, monitoring and analyzing the different KPIs.**:
**Responsibilities and Duties**:

- Receive and process in SAP the customers´s purchase orders.
- Answer incoming customer calls regarding billing issues, deliveries, product problems, service questions and general client concerns.
- Coordinate deliveries on a daily basis and provide required documentation to Warehouse and Transportation teams.
- Receive booking confirmation, review for accuracy and send to customers.
- Manages documentation output for order related documents and notify to the team.
- Ensures proper information is supplied on customs documents for clearance of orders being exported.
- Invoice deliveries. Prepare CN and DN when necessary.
- Send / upload invoices for customers when required.
- Manage samples 1 bag for customers.
- Receive and process complaints in SAP - Follow up.
- Verifies contract pricing is accurate to ensure correct invoicing and make the follow up.
- Keep CMD updated.
- Report PXO on a monthly basis and review other reports upon request.
- Monitors daily reports to ensure order movement as expected.
- Maintain an orderly workflow ensuring proper prioritization of activities.
- Exhibit a troubleshooting and continuous improvement mindset to improve customer service standards.

**Competencies, Skills & Qualifications**:

- Education level: Bachelor Degree in International Trade, Administration or related careers.
- Experience in similar areas (minimum 3 years).
- Extensive knowledge of SAP and proven experience.
- Excel proven capability.
- Very Good English and Spanish language level.
- Strong and effective communication skills, both verbal and written.
- Excellent customer awareness and focus.
- Demands high standards of accuracy and attention to detail.
- Critical thinker and problem solver.
- Must have the ability to maintain calm under pressure and work in a fast paced team environment.
- Strong efficiency and organizational skills.
- Proactive, easy going, willingness, adaptability to change, service & results oriented.

**Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.

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