Operational Management
The Customer Service Analyst supports day-to-day operational topics such as Christmas orders at store level, volume tracking with transport teams, and seasonal order follow-up.
The role manages operational issues, escalates when needed, and ensures follow-through with internal stakeholders.
He/She monitors EDI flows, investigates issues, coordinates with IT, and supports the team in handling EDI-related topics.
Reporting & KPI Monitoring
The analyst prepares and updates monthly Customer Service reports, including landing, promo follow-up, and portfolio cleaning.
The role calculates and maintains internal KPI dashboards, including OTIF (checking, refreshing, and analyzing the data), returns and refusals, and key logistics KPIs such as delivery frequency, picking rate, and transport incidents.
The analyst consolidates KPIs provided by customers, identifies gaps versus Ferrero metrics, and prepares a synthesis to share with Sales.
Customer Performance & Meetings
The role builds and updates customer scorecards to assess performance and supports the team in analyzing customer metrics and identifying improvement opportunities.
The role prepares analyses and slides for customer meetings, covering indicators, volumes, and performance.
In addition, she/he represents Customer Service in performance meetings with carriers and logistic department.
Projects & Continuous Improvement
The analyst leads EDI developments and participates in key projects such as VMI implementation, OCR developments, and B2B portal solutions.
He/she tests and validates new customer-related functionalities or implementations by analyzing existing processes and proposing improvements to increase efficiency, reduce errors, and enhance service quality.
