Customer Service Analyst

About the role

The Customer Service Analyst ensures accurate management of B2B customer orders, coordinating information flow between internal teams and external logistics operators. The role secures timely and precise order fulfillment, monitors 3PL performance through KPIs, and resolves order‑related issues to maintain customer satisfaction.

Key responsibilities

• Process and follow up on B2B customer orders, guaranteeing correct quantities, timelines, and conditions.
• Coordinate with Logistics, Operations, Warehouse, and 3PL partners to ensure on‑time preparation and delivery.
• Monitor 3PL operational KPIs, identify deviations and propose corrective actions.
• Handle and resolve issues related to orders, deliveries, or returns.
• Maintain regular communication with Sales and Sales Admin teams to align expectations and order status.
• Register and update order information in the internal ISIS (AS400) system.
• Support the preparation of performance and order status reports for management.
• Contribute to continuous‑improvement initiatives for customer service and supply‑chain processes.
• Monitor two‑way KPIs such as On‑Time Delivery, Service Level, Logistics Efficiency, and Cost.

Required profile

• Bachelor’s degree in Business Administration, International Trade, Industrial Engineering, Logistics or a related field.
• 2‑5 years experience in B2B customer service, national retail logistics, or supply‑chain operations.
• Basic knowledge of logistics, order management and supply‑chain processes.
• Experience with ERP/AS400 systems (ISIS).
• Intermediate proficiency in Microsoft Excel.
• Basic‑to‑intermediate English communication skills.
• Strong customer orientation, teamwork, analytical thinking and problem‑solving abilities.

Required skills

• ERP/AS400 (ISIS) system usage.
• Microsoft Excel (intermediate level).