Customer Care Analyst II (Global Business Services)
Core
Manage and process customer orders via EDI, fax, or email; act as a liaison between Sales, Supply Chain, and Accounts Receivable to resolve delivery and service issues; provide phone and email support for order management, invoicing, dispatch, claims, and returns.
Role type
Customer Care Analyst (Order Management)
Builds
Order fulfillment and customer service operations for consumer packaged goods brands
Domain
FMCG / Consumer Packaged Goods / Supply Chain
Deliverable
product features
Required skills
Order management, EDI processing, customer support (phone/email), claims handling, inventory/stock tracking, continuous improvement (LEAN), stakeholder liaison
Preferred skills
SAP, FMCG industry experience, Shared Service Centre (SSC) experience
Technologies
EDI, SAP
Responsibilities
Process customer orders received via EDI, fax, or email; investigate and process credits for short-supply, over-supply, damaged, or returned goods; administer daily reporting for backorders and block orders; provide phone and email support for order management and product inquiries; coordinate with logistics teams to ensure timely fulfillment; handle customer complaints and provide follow-up.
Seniority
Mid-level, hands-on IC
