Senior Chocolate Customer Service Analyst, North & South LATAM

Barry Callebaut; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading company in the food industry is seeking a Customer Service Senior for the North & South Latam region. This role involves managing key customer portfolios, optimizing order processes, and ensuring high service levels across multiple countries. The ideal candidate will have significant experience in customer service, fluency in English and Spanish, and a strong background in process improvement and complaint management.

Qualificações

• Proven experience of at least 5 years in Customer Service functions.
• Mastery of SAP Order-to-Cash and complaint management systems.
• Knowledge of incoterms, customs procedures, and revenue recognition rules.

Responsabilidades

• Organize and optimize the management of customer orders in the North & South Latam region.
• Implement improvements in the Order-to-Cash process.
• Lead the Customer Service Continuous Improvement process.

Conhecimentos

Customer Service Management

Process Optimization

Complaint Management

Sales Forecasting

Fluency in English

Fluency in Spanish

Formação académica

Higher education in Administration, Engineering, Economics or related areas

Postgraduate or MBA in Project Management or Strategic Management

Ferramentas

SAP Order-to-Cash

Salesforce

Descrição da oferta de emprego

About the role:
The North & South Latam Customer Service Senior will be responsible for a portfolio of key customers, with the aim of ensuring an excellent level of service through the effective management of all stages of the process, from order entry, monitoring, and conducting meetings with customers, to the final delivery of the product. The role also includes day-to-day oversight of order management operations, with a focus on optimizing processes and proactively managing orders and deliveries.

Key responsibilities include:

● Organize and optimize the management of customer orders in the North & South Latam region, ensuring compliance with SLAs.

● Understand customer demand and capture opportunities to build the sales forecast.

● Suggest the optimization of orders thinking about the best containerization, with a focus on efficiency and cost reduction.

● Hold weekly meetings with key customer in order to ensure the correct communication avoiding escalation and providing internal alignment locally and globally.

● Implement improvements in the Order-to-Cash process, seeking digitalization and automation for greater efficiency.

● Support the deployment of innovative solutions such as B2B portals for order entry and improvements in the promising process and order processing.

● Ensure the effective management of complaints and returns, identifying root causes and implementing preventive measures.

● Collaborate with Sales and Demand Planning teams to optimize sales forecasting and mitigate disruption risks.

● Monitor performance KPIs and propose improvements to increase customer service levels.

● Develop a customer-centric culture, fostering a high-performance environment.

● Lead the Customer Service Continuous Improvement process from tools to application

● Responsible for the order cycle: From order entry to delivery follow up (From order change/fix/split to deliveries)

● Strong drive to increase service level (OTIF) whilst reducing/controlling the cost to serve

● Lead the monthly pacing ensuring targets are achieved with root cause analysis on the deviations

● Returns & Complaints management: KPIs and PDCAs on root causes

● Work in partnership with Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/ MDs

● Lead VMI, EDI and order processing seeking for understanding changes, align and take actions to avoid/ reduce impacts within logistics, pacing and scheduling.

● Take control of customer issues and track those issues to resolution.

● Develop procedures, policies and standards of care.

● Maintain accurate records and document customer service actions and discussions.

● Analyze statistics and compile accurate reports.

● Support Customer Service leader to recruit and train customer service team and create an environment where they can excel through encouragement and empowerment.

● Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.

Scope:

● All business units in Chocolate and Beverage (4 country chocolate clusters / GCA LATAM) with 19 countries in LATAM (Excluding Mexico & Brazil).

● 5,000+ customers across 19 countries.

● Coordinating direct sales between multiple regions, focused on North & South Latam business.

● Owns FM, GM, GCA and Beverage service level review and problem breakdown analysis for service hits, alignment with the crisis management team.

● Reconciles service related countermeasures, including follow-up, control and if required escalate critical themes for shaping actions.

Qualifications:
● Higher education in Administration, Engineering, Economics or related areas.

● A postgraduate or MBA in Project Management, Strategic Management or related areas will be a plus.

● Proven experience of at least 5 years in Customer Service functions.

● Mastery of SAP Order-to-Cash and complaint management systems (Salesforce).

● Knowledge of incoterms, customs procedures, and revenue recognition rules.

● Experience in credit and collection management, as well as logistics and transportation.

● Fluency in English and Spanish.

Location: São Paulo