Customer Service Analyst

The Customer Service Analyst is responsible for managing the end-to-end (E2E) order fulfillment process for customer orders classified as drop shipments, from order confirmation through delivery and final invoicing. This role serves as the single point of contact (SPOC) for the customer within the back office, ensuring full visibility, timely resolution of logistic issues, and alignment between the customer’s delivery expectations and the overseas factory’s shipping capabilities. The analyst leads the coordination among internal departments—such as Logistics, Finance, Channel Sales, and Accounting—ensuring smooth execution and a positive customer experience measured by NPS (Net Promoter Score) also guaranteeing on-time delivery (OTD), proactive communication, and high customer satisfaction through consistent follow-up and issue resolution. Responsibilities: End-to-End Order Fulfillment Manage and monitor the E2E drop shipment process, including order confirmation, production tracking, shipment coordination, and final invoicing. Ensure that delivery commitments are met, and that documentation and shipment flows comply with internal and external standards. Actively track open orders and resolve any gaps or delays in the logistics chain. Customer Relationship and Experience Management Serve as the single point of contact (SPOC) for customers in the back-office operations, providing updates, answering queries, and managing expectations throughout the order lifecycle. Conduct regular meetings with customers to review open orders, performance metrics, and issue resolution. Implement and track Net Promoter Score (NPS) to evaluate customer satisfaction and drive continuous improvement. Factory and Logistics Coordination Align customer requested delivery dates with factory shipment schedules and shipping lead times. Collaborate with overseas manufacturing sites to confirm production availability and shipping readiness. Resolve shipping or customs-related delays in coordination with logistics and third-party service providers. Performance Monitoring and KPI Management Monitor On-Time Delivery (OTD), order backlog status, and NSS (Next Step Strategy) implementation for at-risk orders. Lead root cause analysis for service failures and execute corrective actions to improve delivery performance. Report regularly on key performance indicators (KPIs), including OTD, backlog accuracy, delivery lead time, issue resolution time, and NPS. Cross-Functional Alignment Work closely with internal teams such as Finance, Accounting, Channel Sales, Logistics, and Planning to ensure synchronized execution and issue resolution. Support financial processes related to invoicing, credit holds, and pricing discrepancies affecting order fulfillment. Escalate systemic issues and customer concerns to relevant departments, ensuring accountability and follow-through. Education: Bachelor’s degree in Business Administration, Supply Chain Management, International Trade, or a related field Minimum of 3 years in Customer Service, Supply Chain, or Order Fulfillment roles, preferably with exposure to international logistics and drop shipment models. Proven experience handling high-volume B2B order flows and coordinating with overseas suppliers and logistics providers. Requirements. Technical Knowledge Strong proficiency in ERP systems (e.g., SAP, Oracle) and Microsoft Excel. Understanding of Incoterms, international shipping, and documentation processes. Familiarity with performance metrics such as OTD, NSS, and NPS is essential. Skills Exceptional communication and interpersonal skills, with fluency in English (Spanish or Portuguese is a plus). High customer service orientation, problem-solving mindset, and strong attention to detail. Ability to work cross-functionally and prioritize in a dynamic, fast-paced environment. Key Performance Indicators (KPIs) On-Time Delivery (OTD) Net Promoter Score (NPS) Order Backlog Accuracy NSS (Next Step Strategy) Implementation Rate Average Issue Resolution Time Invoice Accuracy and Timeliness Years of Experience - 3 to 5 years.

Location: Ciudad de México, MX

Posted Date: 6/6/2025