Customer Service Analyst
hace 5 días
Customer Service Analyst
**Job Description**:
MISIÓN DEL PUESTO
Asegurar un alto nível de servicio mediante una adecuada gestión de clientes, garantizando que cada venta se logre con el mejor nível de servicio posible (con la menor cantidad de faltantes y devoluciones), además de desarrollar relaciones estratégicas con todo el entorno, para ser capaz de influir y obtener mejores resultados.
RESPONSABILIDADES DEL PUESTO
Asignar el inventario a las órdenes de compras recibidas.
Diseñar y coordinar en el Área de Kimberly-Clark Professional el Paquete de Empleado y el Beneficio de Pañales mensualmente.
Mantener informado al Centro de Distribución (CEDI) del volumen de ventas a Clientes Oro o Área Comercial.
Revisar los indicadores de nível de servicio y el Fill rate (mide la mercancía entregada con relación al total del pedido) de los Clientes Oro con el Equipo Comercial.
Cumplir con la política de Calidad, Seguridad y sus requisitos.
Dar seguimiento a níveles de inventario según la proyección de demanda (forecast) o en el caso de Walmart, proyecciones de compra (REC SHIPS).
Participar semanalmente en la reunión ?Control Tower?
de los Clientes Oro.
Participar activamente en Programa ?Supply a la Calle?
del Área de Kimberly-Clark Professional y visitar a Clientes Oro cada 3 meses con el Coordinador de Servicio al Cliente.
En este se da seguimiento al servicio, teniendo una comunicación continua.
Procesar pedidos de muestras solicitados por el Área de Marketing a las áreas de Kimberly-Clark Professional y de Consumo.
Liderar las ferias de producto a empleados que el área de Supply asigna y coordinar la facturación por medio de ASOKIM.
Participar en la reunión de Ventas y Operaciones Ejecutivas (S&OE CR) en caso de ser necesario en las Áreas Kimberly-Clark Professional y Clientes Gold.
Participar en la reunión mensual con los proyectos, temas e indicadores en el área de Kimberly Clark Professional.
Verificar el correcto ingreso de órdenes de compra de clientes internos y externos.
Garantizar que los clientes, tanto externos
como internos, conozcan y respeten las Políticas de Devoluciones Establecidas.
Dar seguimiento diariamente a alertas de devolución que brinda el equipo de transporte.
Entregar un reporte semanal de los códigos críticos, e incluir los posibles faltantes del Área de Kimberly Clark Professional al Gerente de ventas.
Velar en el Área de Consumo por que los códigos de productos SKUS en building blogs (códigos de productos con promociones especiales) tengan el precio de lista correcto y los descuentos correctos en SAP.
Garantizar el conocimiento de la Política de Calidad en su área y dar cumplimiento a la misma en su puesto de trabajo.
Iniciar acciones correctivas y preventivas cuando se requiera y desarrollar actividades de mejora continua en los procesos.
Mantener actualizadas las bases de datos y archivos de Indicadores Clave de Rendimiento (KPI) con información del área.
Comunicar diariamente a clientes externos e internos la lista de códigos que van a recibir en la siguiente entrega.
Promover la venta de producto recuperable y próximo a vencer del área de Kimberly Clark Professional o Área de Consumo.
Mantener una comunicación activa con clientes externos de Kimberly Clark Professional o Área de Consumo.
Liderar en el Área de Consumo con los KAMS (Key Account Managers por sus siglas en inglés, lo cual significa Gerentes de Cuentas) las reuniones para el cierre del phasing y el cierre de mes.
REQUISITOS DEL PUESTO
Formación académica:
Bachillerato en Ingeniería Industrial, Administración de Empresas, Comercio Internacional o carrera afín.
Deseable Maestría en Logística o Administración
Experiência:
Mínimo 3 años con experiência en puestos de Supply Chain.
Idiomas:
Inglés avanzado.
Otros requisitos:
Manejo de SAP
Manejo de Office
Manejo de Power BI (deseable)
Diseño de presentaciones ejecutivas (deseable)
COMPETENCIAS
Experiência con servicio al cliente
Enfoque en resultados
Liderazgo
Comunicación
Negociación
Análisis y resolución de problemas
Global VISA and Relocation Specifications:
Primary Location
Costa Rica - San Jose
Additional Locations
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
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