Hybrid Sales Customer Experience 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

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,