Customer Service Analyst

Wella International; Guanajuato; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Wella International is seeking a Sales Customer Service Analyst to deliver outstanding service across the order-to-cash process, from initial order entry through billing. You will be the voice of the customer, collaborating with cross-functional teams to meet client needs in a fast-moving salon industry.

This role follows a Hybrid work arrangement: 3 days on-site at the Plant and 2 days at Head Office. Key duties include handling inquiries, optimizing orders, supporting on-time delivery,

Qualifications

• High School degree required; Bachelor's degree preferred.
• Excel with pivot tables and formulas.
• Knowledge of Supply Network Operations or business background.
• Strong communication and collaboration skills.
• Experience with SAP.

Responsibilities

• Respond to customer calls and inquiries regarding products, orders, and pricing.
• Ensure order size optimization and understand order patterns to improve business performance.
• Handle emergency orders and procedures for urgent requests.
• Provide support for on-time delivery to customers and handle returns and refusals.
• Issue reports and follow-up on results and participate in audits.
• Assign correct reason codes for root cause analysis on KPIs and drive improvements.

Skills

Excel

SAP

Customer service

Communication

Problem solving

Education

High School Diploma

Bachelor's degree preferred

Tools

SAP

MS Office

Job description

Work Arrangement: Hybrid: 3 days on-site (Plant) / 2 days at HO

THE ROLE

We are actively looking for a Sales Customer Service Analyst who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our clients from the initial order placement through the end of the cash cycle. This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers. You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.

KEY RESPONSIBILITIES

Create initial order entries and maintain high product and service quality

• Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner
• Ensure order size optimization and understand order patterns to improve business performance and drive improvements in departmental KPIs
• Handle emergency orders and emergency alternative procedures for urgent requests
• Provide support for on-time delivery to customers and handle returns and refusals
• Issue reports and follow-up on results and participate in internal and external audits
• Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes
• Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information
• Execute and analyze FROT, CDR, and POM data for analyzing departmental KPIs for the Customer Service organization (fill rate and on time,

QUALIFICATIONS

• High School degree required, Bachelor’s degree in related field preferred.
• Excel (pivot tables, formulas, functions), general computer experience required
• Knowledge in Supply Network Operations (or general business background).
• Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers
• Collaboration Skills: Ability to work collaboratively across different styles and develop strong partnerships.
• Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).
• Previous work experience using SAP
• Entrepreneurial and critical thinking in a fast-paced industry by making principle based decisions that deliver win-win situations for the company and our stylists.
• Strong organizational skills to promptly respond to queries, follow timelines and SOPs to ensure high quality delivering service.
• Aptitude for problem solving; proven ability to create, implement and measure new
• Transparent, inclusive, and collaborative with different personality types, and passionate about helping people.
• Partner and influence others effectively is key as there is constant communication with customers and internal partners to deliver on customer expectation.