CUSTOMER SERVICE ANALYST

Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman delivers exceptional service and innovative solutions to our customers globally in the pulp and paper, leather, and water treatment sectors to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment.  Buckman is in the middle of a digital transformation of its businesses and focused on building the capabilities and tools in support of this.

Location

• Querétaro, Querétaro, México
• 100% On-site

Language

• Spanish native
• Advanced English is a must

Travel

• 5-10%

Position Summary

The Customer Service Analyst will be responsible for Order Management in Buckman Mexico. He/She will manage customer’s purchase orders, invoicing process, consignment inventory and have a significant influence over Perfect Order Results. He/She works in full collaboration with Sales Operations and Logistics & Planning teams to achieve excellent delivery levels. He/She ensures customer excellence thru attending customer demand´s and sales teams to guarantee an excellent level of service to meet national and international demand.

• Order Entry- Process customer POs.
• Invoicing process
• Ensure that price and customer records are updated in SAP.
• Collaboration with internal areas to ensure specific customers requirement compliance.
• Orders follow up until deliveries.
• Establish good communication with customers, strengthening trust with the company.
• Monitor Rush Orders to keep Sales Teams aligned with operations
• Ensuring that documentation and invoices are processed correctly.
• Monitoring Perfect Order index and guide team to take corrective and preventive actions
• On time entry of orders and loading plan, considering the customer requests and last-minute changes or urgencies.
• Checking the availability of the product and reporting on any shortage issue on time to take necessary actions.
• Enter Export orders and follow up with the logistics area for their correct delivery and billing.
• Active participation on SOP and weekly meetings with Sales teams
• Present improvements in order fulfillment by analyzing department indicators.
• Report of Non-conformities, generating reports on time and following them up and collaboration to solve Non-conformity problems, starting with containment plans and giving follow-up and support to the areas involved.
• Manage appropriate relationship with Sales Teams and Customers
• Meeting customer’s demands and complaints.

Minimum Requirements to Apply

• Bachelor's degree or equivalent in Chemicals, logistics, engineering or related discipline.
• 5+ yrs of experience on Customer Service for Chemical market.
• Strong customer focus and interpersonal skills
• Excellent research, analytical, problem-solving, planning, and organization skills
• Advanced English level
• SAP customer service modules knowledge

Competencies Needed for Success

• Strong communication skills and ability to build consensus.
• Excellent data analysis skills
• Ability to research, analyze, compile, and assess business and financial data.
• Must have successful experiences
• Strong customer focus and interpersonal skills
• Excellent research, analytical, problem-solving, planning, and organization skills

Highly Desirable Experiences

•          Continuous improvement experience

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