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Senior Customer Service Analyst

  • Salary: £40000.00 - £45000.00 per annum + 10% bonus plus benefits
  • Location: Marlow
  • Job type: Permanent
  • Job reference J1038583
This vacancy has now expired.

Our client, an international company behind some very well known brands, is looking to recruit an experienced Customer Service Analyst (with SAP and Visio) to report directly into the Head of Customer Service EMEA.

The main purpose of this exciting new role will be to compile all KPI's and provide a monthly summary of the EMEA region as well as document current procedures and also work on a variety of projects.

Experience in a similar role is essential as well as good knowledge of SAP and Visio. The successful candidate will also be resourceful, able to work on their own initiative and be able to work in multi-cultural environments.

Travel to Europe is essential and will equate to around 5 days per month (Spanish or German would be advantageous).

Key Responsibilities

1. KPIs
* Compile monthly KPIs by region (i.e.: QlikView CS Dashboard, Weekly Sales and internal SLA's) and reports (i.e.: EMEA CS Actions, turnover reports…)
* Analyse KPIs and identify areas requiring attention
* Identify improvements/ optimizations to improve productivity and efficiency in customer service through customer order management improvements

2. Processes
* Document current customer service operations procedures
* Review, update and map all customer service processes
* Assist in the Implementation of improvements locally
* Assist in transferring best practices across the EMEA region (identify areas bringing efficiencies in SBUs in the order management process, document and share practices amongst other sales business units such as customer order consolidation, promotions management/ selection)
3. Projects
* Assist with projects coordination & execution (VoIP Skype for business, CRM, Webshop for agents, return process improvement)
* Create Project training/reference guide documentation and map new critical processes
* Works cross-functionally with relevant business units whenever required

4. Analysis
* Compile ad-hoc assignments per business requirements (i.e.: Missed Sales; manual pricing)

5. Strategy
* Support in key customer service strategic initiatives (delivery note consolidation in WMS, special order fast track, orders in multiple of, event management for CS, fast claims resolution, customer survey)

Skills/Experience
* Experience within a customer service or value chain analysis environment
* Good knowledge of SAP, Office, Visio and Project knowledge
* Strong capability in statistics, analysis and business reporting
* Quality driven mindset with high attention to details and hands-on approach
* Open minded with ability to work in multi-cultural environments
* Excellent communication and coordination skills
* Highly self-motivated person, willing to learn and take on new challenges
* Resourceful with a 'can-do' attitude
* Willing to travel (average 1 week per month)

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills that they identify. If you do not hear from us within 5 working days from your registration, please accept our apologies but we are unable to help you on this occasion.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).