Customer Service Analyst

About the Role:

The Customer Service Analyst plays a key role in driving Customer satisfaction. The role focuses on analyzing operational and customer data, identifying business risks, improving processes, and ensuring accuracy and compliance across customer‑related activities.

The position widely contributes to service performance, logistics optimization, KPI monitoring, and cross‑functional collaboration with IT, Transport, Sales, and Supply Chain.

The position reports to Customer Service & Master Data Manager and interacts with both internal and external stakeholders.

Main Responsibilities:

Operational Management

The Customer Service Analyst supports day-to-day operational topics such as Christmas orders at store level, volume tracking with transport teams, and seasonal order follow-up.

The role manages operational issues, escalates when needed, and ensures follow-through with internal stakeholders.

He/She monitors EDI flows, investigates issues, coordinates with IT, and supports the team in handling EDI-related topics.

Reporting & KPI Monitoring

The analyst prepares and updates monthly Customer Service reports, including landing, promo follow-up, and portfolio cleaning.

The role calculates and maintains internal KPI dashboards, including OTIF (checking, refreshing, and analyzing the data), returns and refusals, and key logistics KPIs such as delivery frequency, picking rate, and transport incidents.

The analyst consolidates KPIs provided by customers, identifies gaps versus Ferrero metrics, and prepares a synthesis to share with Sales.

Customer Performance & Meetings

The role builds and updates customer scorecards to assess performance and supports the team in analyzing customer metrics and identifying improvement opportunities.

The role prepares analyses and slides for customer meetings, covering indicators, volumes, and performance.

In addition, she/he represents Customer Service in performance meetings with carriers and logistic department.

Projects & Continuous Improvement

The analyst leads EDI developments and participates in key projects such as VMI implementation, OCR developments, and B2B portal solutions.

He/she tests and validates new customer-related functionalities or implementations by analyzing existing processes and proposing improvements to increase efficiency, reduce errors, and enhance service quality.

About You:

You are graduated of a Master’s degree in Business, Supply Chain, Economics, or related fields and have at minimum 1–3 years of experience in Customer Service, Supply Chain, or analytical roles (FMCG experience is a strong asset)

You have an experience with customer interactions, and KPI management is a plus

You have a technical mindset with interest in IT interfaces

You are fluent in English but also in French or Dutch

In terms of technical skill, we expect that you have a strong analytical skills and attention to detail including excellent command of Excel (pivot tables, formulas, reporting), excellent command of PBI, experience with SAP (ECC/S4), EDI flows, and ticketing systems

You have a clear understanding of logistics and supply chain processes and ability to work with large data sets and extract actionable insights.

Regarding behavioral competencies, you are structured and rigorous approach to data and processes with a strong communication skills; comfortable collaborating with multiple stakeholders

You have the ability to prioritize and work under time pressure, you are proactive, solution-oriented mindset and a real team player with high ownership and reliability.

Our Benefits & Perks:

Careers with caring built in - discover our benefits here.

About Ferrero:

Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

DE&I at Ferrero:

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding.

Find out more here.