Senior Customer Service Analyst, Tactical & Forecast Latam

Barry Callebaut; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading global chocolate manufacturer is seeking a Senior Customer Service Analyst in São Paulo, Brazil. This role involves supporting tactical activities in customer care, enhancing service delivery, and engaging with cross-functional teams to improve customer satisfaction metrics. Candidates should possess strong analytical skills and a proven track record in customer service operations. This position aims to streamline processes and elevate the customer experience across LATAM markets.

Qualificações

• Experience in customer service operations.
• Strong analytical skills for performance management.
• Ability to coordinate and lead cross-functional teams.

Responsabilidades

• Support tactical operations in customer service delivery.
• Lead transformation strategy to enhance customer satisfaction.
• Engage with stakeholders for innovative service solutions.
• Manage complaints and improve service level agreements.

Conhecimentos

Customer value delivery

Order management

Performance analysis

Stakeholder engagement

Descrição da oferta de emprego

Senior Customer Service Analyst, Tactical & Forecast LATAM

Location : São Paulo, BR,

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry.

As the world's leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry.

We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product.

We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate.

We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future.

We are headquartered in Zurich, and have more than 12,000 passionate Employees working in more than 40 countries worldwide.

We are very proud of who we are and what we do.

And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the role

• The Customer Care Analyst - Tactical & Forecast, LATAM will support tactical activities within the customer care organization, having an end-to-end perspective from order life cycle, forecasting processes, designing flows, reports and KPIs management.
• This position works together with multifunctional areas to evaluate, elaborate and delivery real value added results to our customers and the leadership.
• The main objective of Customer Care Analyst - Tactical & Forecast, LATAM is to deliver a structured monthly process, with a tactical plan to support the analyses and decisions within the organization.

Key responsibilities

• Support the tactical leader with the Customer Service tactical operations and ensure a strong focus on delivering customer value.
• Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service with a view to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale.
• Engage with the whole Customer Service and Supply Chain LATAM organization to deploy innovative solution with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal and upgrade ordering process, automation of order promising and processing, customer cockpit.
• Act as a key responsible for managing complaints, coordinating with other analysts to ensure best practices and effective resolutions, while engaging key stakeholders to drive continuous service level improvement.
• Support the tactical and forecast customer service function ensuring the deployment is aligned with Next Level strategy in reorganizing and re‑focusing the teams and workflows to be closer to market.
• Partner to country cluster GMs / MDs with support to win long term outsourcing deals and increase the stickiness by providing value added, segmented and seamless services and experience.
• Be the bridge between the orders managed by the customer service team and the forecast built by the sales team, connecting the information thru the Demand Planning process leading to deliver an assertive deck of information to our leadership team.
• Drive the regional customer strategy and execution with respect to customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning.
• Be a key professional to support LATAM customer service team in high season periods, drive best practice adoption, resolve issues and partner the sales and supply leads to ensure exceptions service delivery.
• Manage, control and improve performance on service level agreements with customers.
• Support Customer Care leadership team with the right information and reports to resolve customer issues and drive corrective action and preventive actions.
• Responsible to coordinate improvements on customer communication and lead the periodic feedback on customer satisfaction.
• Develop modern business methods / processes, identify best practices in the market,- Responsible to build, deliver and monitor KPIs, analyze performance and identify areas for improvement, track progress.

Scope

• All business units in LATAM (4 country chocolate clusters / GCA LATAM) with 19 countries in LATAM (Excluding Mexico) 5,000+ customers across 19 countries.
• Owns LATAM Tactical and Forecast service level review and problem breakdown analysis for service hits.
• Lead emergency forums in close alignment with the crisis management team.
• Reconciles service related countermeasures.

Follow‑up, control and if required, escalated actions to shape actions.

Other responsibilities

Responsible to continuously monitor 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- Returns & Complaints management: KPIs and PDCAs on root causes.
• Responsible