Customer Service Analyst

Role purpose

The Customer Service Representative ensures that customers receive the highest service level and support by understanding their needs through every interaction. The role focuses on maintaining proactive communication and acting as a problem solver.

Additionally, the representative tracks and follows up on orders, forecasts, deliveries, samples, complaints, and special requirements. They operate under the guidelines established for the area and actively participate in identifying process improvements in conjunction with the Customer Service Manager.

This role serves as the primary contact for customers and internal stakeholders, acting as a liaison to ensure seamless communication among all relevant parties and helping to drive the company’s strategy forward as a value-added supplier.

Responsibilities and Duties

• Ensure order entry and delivery are on track, and orders are completed in full, providing customers with status updates throughout the process.
• Answer incoming customer requests regarding billing issues, deliveries, product problems, service questions and general client concerns.
• Coordinate deliveries on a daily basis and manage the output for documents related to orders.
• Prepare CN and DN when necessary.          
• Receive and process complaints in the system ensuring proper follow-up.
• Think and communicate cross-functionally to investigate and resolve issues or concerns promptly and accurately including any vital coordination with other areas.
• Maintain constant communication and collaborate closely with Account Managers and internal stakeholders to support business growth.
• Conduct regular service reviews with strategic customers to gather feedback, address pain points, and strengthen partnership long-term.
• Keep the customer master data and customer´s requirements updated.

• Monitor and analyze customer KPIs to identify trends, resolve systemic issues, and ensure service level agreements (SLAs) are met.
• Maintain an orderly workflow by ensuring proper prioritization of activities.
• Exhibit a troubleshooting and continuous improvement mindset to elevate customer service standards.

Competencies, Skills & Qualifications

·         Education level: Bachelor’s degree in international trade, administration or related careers.

·         Experience in similar areas (minimum 3 years).

·         Extensive knowledge of SAP.

·         Excel proven capability.

·         Very Good English language level.

·         Strong and effective communication skills, both verbal and written.

·         Excellent customer awareness and focus.

·         Empathy. Passion for customer service.

·         Demands high standards of accuracy and attention to detail.

·         Critical thinker and problem solver.

·         Must have the ability to remain calm under pressure and work in a fast-paced team environment.

·         Strong efficiency and organizational skills.

·         Proactive, easy going, willingness, adaptability to change, service & results oriented.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.