Customer Service Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Management of the Order Cycle

• Input purchase orders into the system (SAP or others).

• Monitor the order from receipt to final delivery.

• Track the status of orders and ensure compliance in a timely manner.

• Inform clients about progress, changes, delays, or unforeseen issues.

• Customer Service and Communication

• Address customer requests.

• Provide timely solutions and maintain clear, professional, and empathetic communication.

• Manage requests related to orders, deliveries, documentation, and post-sales.

• Coordination Among Teams

• Collaborate with internal departments such as Sales, Logistics, and Warehouse to follow up on orders and resolve issues.

• Ensure proper execution of internal processes related to the order cycle.

• Proactively follow up on interdepartmental pending matters.

• Analysis and Improvement of Service

• Collect and analyze customer service indicators (e.g., incidents, cycle times, etc.).

• Identify trends, deviations, and potential risks in operations.

• Generate reports and follow up on KPIs with the involved areas to analyze root causes.

⛳️ Requirements

• 1–3 years of experience in customer service, order management, supply chain, or related fields.

• Experience in order management and customer follow-up.

• Basic knowledge of ERP systems (preferably SAP).

• Desirable knowledge of Power BI for data analysis.

• Basic-Intermediate English proficiency.

🏝️ Benefits

• Health and wellness programs.

• Training and professional development opportunities.

• Flexible work arrangements.

• Opportunities for advancement.