Customer Service Analyst

About the Role

Join Ferrero as a Customer Service Analyst and become an integral part of our customer operations, managing a key client portfolio. You'll coordinate between customers, sales, supply chain, and logistics to ensure every order is flawlessly executed from start to finish. This role offers the opportunity to influence delivery schedules, foster strong customer relationships, and collaborate across teams to keep order management on track.

Key Responsibilities

• Ensure smooth processing of customer orders while aiming to meet service level objectives by actively managing orders relative to forecasts.
• Manage customer order volumes, including seasonal fluctuations, and communicate any changes to demand effectively.
• Maintain thorough customer records to ensure continuity of service within the team.
• Cultivate strong partnerships with third-party logistics providers to guarantee order fulfillment aligns with customer expectations, including tracking shipments and addressing product returns.
• Coordinate closely with finance to ensure seamless operational flow.
• Work alongside commercial teams to monitor forecasts, track product consumption, and identify any discrepancies to balance supply and demand effectively.
• Build and maintain strong customer contacts to foster trust and collaborative working relationships.
• Support the Customer Operations Team by contributing to process innovations and assisting teammates to uphold high service standards.
• Drive continuous improvement initiatives focusing on service efficiency and cost-effectiveness, emphasizing metrics like order fill rates and shelf availability.
• Collaborate with Supply Chain, Demand, Distribution, Supply Planning teams, and logistics partners to ensure comprehensive fulfilment of customer requirements.

Candidate Profile

• Possesses excellent customer service skills with robust organizational capabilities.
• Demonstrates professional communication and interpersonal skills.
• Strong problem-solving aptitude, especially under pressure and tight deadlines.
• Detail-oriented and results-driven with a customer-focused approach.
• High numeracy skills complemented by an analytical mindset.
• Preferably experienced in customer supply chain operations, particularly within FMCG sectors.
• Ability to work independently while maintaining effectiveness in a fast-paced environment.

What We Offer

Embark on a career with Ferrero where care and opportunity are central. Enjoy a range of benefits designed to support your professional and personal growth.

About Ferrero

Founded in 1946 in Alba, Italy, Ferrero has evolved into one of the largest manufacturers of sweet packaged foods globally, offering iconic brands worldwide.

Diversity, Equity & Inclusion

Ferrero is dedicated to nurturing a diverse and inclusive workplace culture where all employees are valued and have equal opportunities to thrive. We cultivate curiosity and support each employee's journey to success, creating an innovative and fulfilling multicultural work environment.