Customer Service Analyst, Senior

Role Overview

• Communicate with customers and external partners via e-mail and other official channels
• Register and maintain customers, suppliers, licenses and other records in the SAP system
• Request, organize and control KYC (Know Your Customer) documentation
• Collect and follow up on documents for credit limit analysis and renewal
• Enter and track sales orders in SAP, from entry through delivery
• Provide internal support to involved departments prior to invoice issuance
• Monitor customer balances, open orders and operational pending issues
• Request corrections, cancellations or supplementary documents when necessary
• Follow up on deliveries based on logistical updates linked to invoices
• Generate and send operational reports (inventory, open orders, billing, V19 and inventories)
• Prepare and send operational communications, inventory notices and notifications to customers and partners
• Ensure customers possess all licenses, authorizations and letters required to purchase controlled products
• Serve as the interface point between commercial, finance, logistics and tax departments
• Support the release of orders for invoicing and sample shipments
• Conduct post-sales follow-up to ensure customer expectations are met
• Validate requests with the Tax Department, ensuring compliance with current tax legislation
• Act as a facilitator of operational processes, promoting internal and external alignment
• Identify continuous improvement opportunities in service and operations processes
• Map workflows, propose improvements and monitor action plans aimed at operational efficiency
• Develop and review procedures, controls and area KPIs
• Support automation, standardization and process optimization projects
• Work analytically and strategically to resolve operational problems and customer service issues

Requirements

• Degree: Business Administration, Logistics, International Trade or related fields
• Intermediate knowledge of Microsoft Office
• Experience with SAP ERP is desirable
• Ability to work autonomously with a strategic mindset
• Experience in process improvement and cross-functional collaboration
• Good communication, interpersonal skills and customer orientation

Tech Stack

• ERP

Benefits

• Great Place to Work®
• Integrity and collaboration in a multicultural environment