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 smooth 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 entry in the SAP system through to on-time, in-full (OTIF) delivery.
- Ensure order fulfillment checks and stock prioritization align with customer requirements.
- Collaborate with supply chain, planning teams, and system tools to align orders and communicate promptly with customers and account managers, especially when shortages occur.
- Coordinate with logistics and third-party logistics providers (3PL) to meet shipment schedules, provide shipping instructions, and share timely shipping information with customers.
- Maintain accurate records of import-export and shipping documents according to country-specific regulations.
- Track orders and update customers on estimated time of arrival (ETA) in accordance with incoterms; confirm delivery satisfaction 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 multinational companies.
- Background in Supply Chain, Logistics, or Customer Service roles.
- Proficiency in SAP and PowerBI is advantageous.
- Strong Excel skills, including VLOOKUP, SUMIF, and pivot tables.
- Knowledge of export documentation and compliance requirements.
- Excellent organizational skills with a detail-oriented approach.
- Strong written and verbal communication abilities.
- Ability to work independently with a results-driven mindset.
- Capacity to manage pressure effectively and build credibility within the domain.
- Good commercial awareness, understanding consumer and customer behavior, and business strategy.

Preferred Qualifications and Skills
- Experience in account management, including commercial acumen, marketing financials, negotiation, and influencing.
- Ownership of customer interactions with high data integrity and attention to detail.
- Proven ability to resolve customer issues promptly and maintain strong customer relationships.
- Strong selling, negotiation, objection handling, and effective questioning skills.
- Experience in data management, analysis, and customer servicing.
- Familiarity with payment processing systems and services.
- Reporting skills, particularly in generating insights from data.

This role offers the opportunity to contribute to a dynamic team focused on delivering excellent service to global Travel Retail customers, with a strong emphasis on process accuracy, communication, and customer satisfaction.