Customer Services Analyst

Systems Limited is seeking a Customer Service Analyst to manage all order-to-cash processes for assigned customers. This role supports the logistics and customer operations teams to ensure seamless end-to-end order fulfillment. The analyst will work closely with Account Management and cross-functional teams to deliver an exceptional customer experience for global Travel Retail clients.

Key Responsibilities:
- Verify customer purchase orders, including contact details, pricing, and terms, and monitor the order management process from SAP order entry through to on-time, in-full (OTIF) delivery.
- Ensure order versus forecast checks and prioritize stock to meet customer requirements effectively.
- Collaborate with system tools, supply chain, and planning teams to align orders and communicate promptly with customers and account managers, managing expectations in case of shortages.
- Coordinate with logistics teams and third-party logistics providers (3PL) to ensure shipment schedules meet customer needs, provide shipping information, and deliver shipping instructions and documents on time.
- Maintain accurate records of import-export and shipping documentation as required by country-specific regulations.
- Track orders and keep customers updated on estimated time of arrival (ETA) in line with incoterms, confirm satisfactory delivery, and flag any issues upon receipt.
- Handle ad-hoc creation of credit and debit notes for customers.
- Ensure all business processes comply with company controllership policies and guidelines.

Required Qualifications:
- Bachelor’s degree.
- 2-3 years of experience in the FMCG industry, preferably within supply chain roles such as logistics or customer service in multinational FMCG companies.
- Hands-on experience with SAP and PowerBI is advantageous.
- Proficiency in Excel, including functions like VLOOKUP, SUMIF, and pivot tables.
- Knowledge and experience in export documentation.
- Strong organizational skills with a detail-oriented approach.
- Excellent written and verbal communication skills.
- Ability to work independently while maintaining a results-driven mindset.
- Capacity to manage pressure effectively and build credibility within the domain.
- Good commercial awareness with an understanding of consumer and customer behavior, business strategy, and models.
- Experience in identifying opportunities to improve efficiency and proposing innovative ideas.

Preferred Qualifications and Skills:
- Strong account management skills, including commercial acumen, marketing financials, negotiation, and influencing abilities.
- Ownership of all customer interactions with a focus on data integrity and attention to detail.
- Prompt and accurate resolution of customer issues while fostering strong customer relationships.
- Proficiency in selling, negotiation, objection handling, and effective questioning techniques.
- Experience in data management, analysis, and customer servicing.
- Familiarity with payment processing services and systems.
- Reporting expertise, particularly in generating insights from data.

This role offers the opportunity to work in a dynamic, global environment, contributing directly to customer satisfaction and operational excellence within the Travel Retail sector.