Customer Service Analyst

Wella Company; Guanajuato; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Wella Company is seeking a Sales Customer Service Analyst to ensure excellent service from order placement through the cash cycle. You will handle standard orders, shipping, billing, and issue resolution while coordinating with internal and external teams.

The role emphasizes data-driven improvements, KPI tracking, and proactive communication with customers and sales. Strong Excel skills, SAP experience, and collaboration are essential for success.

Formación

• High School degree required, Bachelor’s degree in related field preferred.
• Excel (pivot tables, formulas, functions) and general computer experience required
• Knowledge in Supply Network Operations or general business background
• Communication skills: clear, concise, timely with leadership and customers
• Collaboration: work across styles and build partnerships
• Flexible & agile in handling order entry, finance analysis, issue resolution and queries
• Experience using SAP
• Entrepreneurial and critical thinking in a fast-paced industry
• Strong organizational skills to respond to queries and meet timelines

Responsabilidades

• Create initial order entries and maintain high product and service quality
• Respond to customer calls and inquiries regarding products, orders and pricing
• Ensure order size optimization and understand order patterns to improve performance
• Handle emergency orders and alternative procedures for urgent requests
• Provide support for on-time delivery and manage returns/refusals
• Issue reports and follow up on results; participate in audits
• Assign root cause codes for KPI analysis and drive improvements
• Inform customers and sales about shortages, damages, updates
• Analyze data for KPIs (fill rate and on-time) for Customer Service

Conocimientos

Excel

Communication

Collaboration

SAP

Organization

Critical thinking

Educación

High School degree

Bachelor’s degree preferred

Herramientas

SAP

Descripción del empleo

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.

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender,disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.

English - Please click on thislinkto review the Notification of Equal Opportunity Rights poster