Sr Customer Service Analyst

JOB PURPOSE
Ensure the correct inventory levels to meet customer needs and financial objectives, as well as handle customer service requests related to orders, invoicing, delivery times, after-sales services, and internal company processes. This is done after the sales team has negotiated the product portfolio, prices, and special conditions when applicable.

KEY RESPONSIBILITIES

• Order and delivery management: Process purchase orders from receipt to delivery confirmation, including SAP and EDI
• releases, and coordination with customers and suppliers.
• Claims and credit management: Handling credit and debit notes, investigating discrepancies in payments and invoices, and following up on claims until resolution.
• Demand analysis and planning: Perform sales analysis, customer releases, and propose purchasing plans and inventory forecasts.
• Coordination with suppliers: Management of purchase orders and stock transfers, follow-up with suppliers until the receipt of the material and monthly evaluation of their performance.
• SAP operational support: Update of MRP parameters, maintenance of info records, monthly cleaning of GRIR and customer data in the system.
• Inventory Management and Back Order: Analysis of Back Order versus inventory, sending reports to customers, and proposals to optimize inventory.
• Launch of new products and projects: Coordination of start and end phases of production, as well as support in NPRs and new product launches.
• Reports and sales support: Preparation of monthly reports and KPIs, compliance with closing checklists, upload of invoices to customer platforms, and sales support to manage overdue balances

DIMENSIONES- DIMENSIONS

• The scope is for the operation in Mexico and Central America. Impact on the customer satisfaction index. Impact on sales management of ~$50 Mio MXN per month and on the company's assets of ~$100 Mio MXN.

RELACIONES INTERNAS-INTERNAL RELATIONS

• Sales, Credit and collections, Logistics, Systems, Marketing, Controlling, Quality and Foreign Trade.

RELACIONES EXTERNAS-EXTERNAL RELATIONS

• Customers of OSRAM Mexico, other BU's, and finished product suppliers.