Analyst, Customer Service Function: Supply Chain Location: Guanajuato, MEX, MX Work Arrangement: Hybrid Position Title: Customer Service Analyst (6 months temp, position) Location: Mariscala, Apaseo el Grande, GTO. Reports to: Manager, Customer Service Direct Reports: 0 Scope / Brands: Customer Service Analyst for Professional Beauty ABOUT THE WELLA COMPANY Together, WE enable individuals to look, feel, and be their true selves. Wella Company is one of the world's leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders. THE ROLE We are actively looking for a Sales Customer Service Analyst who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our clients from the initial order placement through the end of the cash cycle. This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers. You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry. KEY RESPONSIBILITIES Create initial order entries and maintain high product and service quality. Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner. Ensure order size optimization and understand order patterns to improve business performance and drive improvements in departmental KPIs. Handle emergency orders and emergency alternative 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 internal and external audits. Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes. Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information. Execute and analyze FROT, CDR, and POM data for analyzing departmental KPIs for the Customer Service organization (fill rate and on time, QUALIFICATIONS Essential: High School degree required, Bachelor's degree in related field preferred. Excel (pivot tables, formulas, functions), general computer experience required. Knowledge in Supply Network Operations (or general business background). Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers. Collaboration Skills: Ability to work collaboratively across different styles and develop strong partnerships. Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc). Previous work experience using SAP Desirable: Entrepreneurial and critical thinking in a fast-paced industry by making principle based decisions that deliver win-win situations for the company and our stylists. Strong organizational skills to promptly respond to queries, follow timelines and SOPs to ensure high quality delivering service. Aptitude for problem solving; proven ability to create, implement and measure new Transparent, inclusive, and collaborative with different personality types, and passionate about helping people. Partner and influence others effectively is key as there is constant communication with customers and internal partners to deliver on customer expectation.
