Analyst

• Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
• Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
• Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
• Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
• Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
• Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
• Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
• Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.

Container Flow Analyst

Analyst IPF