Senior Customer Service Analyst

Working closely with the Director of Customer Service, the job holder will support the delivery of operational excellence across TTI EMEA Customer Service by managing KPIs, analyzing processes, and driving efficiency improvements. In addition, as a key user for Salesforce Service Cloud CRM, the Distributor Portal, and the Sales CRM, the role acts as the primary interface between Customer Service, Sales Business Units, Supply Chain and Technology & Business Process teams, ensuring that tools are effectively adopted, continuously improved, and aligned with business needs.

KEY RESPONSIBILITIES:

Customer Service Analysis & Reporting

• Compile, analyze, and present monthly KPIs by region (e.g., CS Dashboard, internal SLAs, turnover reports).
• Identify trends, gaps, and opportunities for process improvements through KPI analysis and customer order management data.
• Collaborate with the Supply Chain organization on KPI analysis related to order-to-cash flow, on-time shipment, and delivery performance, ensuring that Customer Service insights contribute to improved supply chain outcomes.
• Provide actionable insights to leadership to enhance productivity, efficiency, and customer satisfaction.

Process Management & Improvement

• Document, review, and optimize customer service operations and order management procedures.
• Partner with Supply Chain, Transport, and Warehouse teams to identify and implement improvements in order-to-cash processes and shipment reliability.
• Support knowledge transfer and best-practice sharing across EMEA SBUs.
• Act as a change agent to implement new ways of working, ensuring adoption and sustainability.

Systems & Key User Responsibilities

• Salesforce Service Cloud CRM: Act as key user, ensuring case management, workflows, and dashboards are aligned with business processes. Provide first-line support, testing, training, and feedback to IT for enhancements.
• Distributor Portal: Support portal functionality, ensuring smooth access, order tracking, and self-service capabilities for distributors. Act as liaison with Sales BUs to capture requirements and escalate issues.
• Sales CRM: Serve as key user and trainer for local key users, ensuring usability, troubleshooting issues, and coordinating with IT on updates.
• Monitor system usage and adoption, championing continuous improvement and user engagement.

Projects & Change Initiatives

• Contribute to CS strategic initiatives and digital transformation projects (automation, customer self-service, AI-assisted service).
• Coordinate cross-functional projects within the Supply Chain function
• Create project documentation, reference guides, and deliver end-user training.

Analysis & Insights

• Conduct ad-hoc analysis as required (e.g., missed sales, manual pricing, service levels).
• Partner with Sales BUs to gather requirements and market/customer feedback for operational improvement.

WHAT YOU’LL NEED:

• 7–10+ years of experience in Customer Service, CRM, and Order Management is preferred.
• Expert-level proficiency in Salesforce Service Cloud CRM, with experience using distributor and customer portals.
• Advanced technical skills in SAP, Microsoft Office (Excel, PowerPoint), Visio, and project management tools.
• Strong analytical capabilities with a proven track record of translating data into actionable insights and influencing strategic decisions.
• Effective communicator with excellent stakeholder engagement and training delivery skills.
• Proactive and solution-focused, thriving in fast-paced, multicultural environments.
• Open to travel (approximately 10%).

DESIRABLE:

• Knowledge of additional languages, especially German, is considered an advantage