Role Purpose:

The Customer Service Analyst ensures that customers are provided with the best service level and support, understanding their needs through their interactions with our company with focus on keeping a proactive communication and acting as problem solver.

Additionally, they will follow up on orders, forecast, deliveries, billing, samples, complaints and special requirements.

Work under the guidelines established for the area and actively participate in the search for process improvement in conjunction with the Customer Service Coordinator.

This role is the primary contact for customers and internal stakeholders, acting as the liaison to ensure strong communication amongst all relevant parties and helping to drive the company’s strategy forward as a valued added supplier.

Key Responsibilities:

• Ensure order entry, the delivery are on track and orders are completed in full, providing customers with status updates throughout the process.
• Answer incoming customer requests regarding billing issues, deliveries, product problems, service questions and general client concerns.
• Coordinate deliveries on a daily basis and manage the output for documents related to orders.
• Prepare CN and DN when necessary.  
• Receive and process complaints in the system ensuring a proper follow up.
• Think and communicate cross-functionally to investigate and resolve issues or concerns promptly and accurately including any vital coordination with other areas.
• Maintain constant communication with sales team, internal stakeholders and close relationship with our customers.
• Keep the customer master data and customer´s requirements updated.
• Monitors daily reports and KPI´s to ensure order movement and customer experience as expected.
• Maintain an orderly workflow ensuring proper prioritization of activities.
• Exhibit a troubleshooting and continuous improvement mindset to improve customer service standards.

What we’re looking for

We look for people who will thrive in a changing business and a culture that is evolving day by day – we value curiosity, courage and a willingness to challenge others constructively. Hungry for impact, you will be excited by delivering original and imaginative content for our fast-growing business. You also need:

Skills and experience required:  

• Bachelor’s degree in International Trade, Administration or related careers.
• Experience in similar areas (minimum 3 years).
• Extensive knowledge of SAP.
• Excel proven capability.
• Very good English language level.
• Strong and effective communication skills, both verbal and written.
• Excellent customer awareness and focus.
• Empathy and passion for customer service.
• Demands high standards of accuracy and attention to detail.
• Critical thinker and problem solver.
• Must have the ability to maintain calm under pressure and work in a fast-paced team environment.
• Strong efficiency and organizational skills.
• Proactive, easy going, willingness, adaptability to change, service & results oriented.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.