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汉高
Customer Service Analyst
立即应聘

Customer Service Analyst

发布于 大约 14 小时前

普通员工/个人贡献者

Colombia, Bogotá, Distrito Capital De Bogotá
中级经验
全职员工
混合式弹性办公
本科
客户服务与支持
Contact Center
Customer Service
English
Kpis
Sap

AI 估算 · 7k–14k

Based on general market rates for customer service roles in Colombia, adjusted for multinational company and required skills.

职位详情

关于这个职位

作为汉高在哥伦比亚的客户服务分析师，您将成为客户与公司之间的关键桥梁，负责处理客户咨询、订单管理及维护客户关系

该职位适合有客户服务经验、熟悉SAP系统并具备良好沟通能力的人才，提供灵活工作模式和国际化发展机会

最低要求

Bachelor’s degree in Industrial Engineering, Business Administration, Finance, or related fields.

Experience in customer service roles, preferably in structured or corporate environments.
Experience managing KPIs/indicators related to customer service performance.
Experience interacting with internal stakeholders and handling end-to-end order management processes.
Technical Skills: SAP, Microsoft Office Suite, Excel proficiency required.
English proficiency: Advanced.

工作职责

Serve as the primary point of contact for customer needs, ensuring timely and effective resolution of inquiries and requests.

Deliver excellent customer service, fostering strong relationships and ensuring high levels of customer satisfaction and retention.
Manage and support key accounts/customers, ensuring consistent service quality and proactive communication.
Receive and process customer orders in SAP, ensuring accurate entry and timely release to picking and fulfillment operations.
Act as a key user in SAP, executing system-related actions and supporting order management processes.
Coordinate communication between customers, business units, and internal operations, ensuring alignment and smooth execution.
Maintain an up-to-date and detailed knowledge of the company’s products, services, and processes.
Track and monitor key service performance metrics.
Generate reports and insights to support decision-making and continuous improvement initiatives.
Support front-office customer service activities, including systems such as Service Cloud and Contact Center platforms.

AI 洞察

优缺点分析

优点

  • Flexible work scheme with hybrid model and work-from-anywhere policy up to 30 days/year.
  • Global company with diverse national and international growth opportunities.
  • Competitive benefits including wellbeing programs, parental leave, and employee share plan.
  • High volume of customer interactions may require multitasking and quick problem-solving.
  • Need to maintain deep product and process knowledge across multiple business units.
  • Potential pressure to meet KPI targets and service level agreements.
  • This role is ideal for professionals with strong customer service experience, SAP skills, and a desire to work in a structured, multinational environment with flexibility.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Advance to senior customer service roles or team lead positions within Henkel's global structure.
  • Transition to supply chain or operations roles leveraging SAP and order management expertise.
  • Explore opportunities in account management or business development with strong client relationship skills.
  • Act as the primary contact for customer inquiries, resolving issues and ensuring satisfaction.
  • Process customer orders in SAP, manage key accounts, and coordinate communication between departments.
  • Monitor service performance metrics and generate reports to support continuous improvement.
  • Proficiency in SAP for order management and system actions.
  • Strong Excel and Microsoft Office skills for reporting and analysis.
  • Excellent communication and stakeholder management abilities.
  • Advanced English proficiency to handle international clients.

申请策略

  • Tailor your cover letter to highlight your ability to manage key accounts and improve customer satisfaction.
  • Research Henkel's product portfolio and recent innovations to show genuine interest.
  • Emphasize customer service experience with specific KPIs or metrics you have managed.
  • Highlight SAP proficiency, especially order management and system key user experience.
  • Showcase English proficiency and any experience working with international teams or clients.
  • Include examples of stakeholder coordination and end-to-end order management.
  • If not already proficient, take online SAP courses (e.g., SAP S/4HANA Order Management).
  • Improve Excel skills for data analysis and reporting (pivot tables, VLOOKUP, dashboards).

面试指南

  • Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
  • For technical questions, clearly state your experience level and give specific examples of system usage.
  • Emphasize data-driven decision-making and continuous improvement mindset.
  • Describe a time you handled a difficult customer request. What steps did you take?
  • How do you prioritize tasks when managing multiple customer orders and inquiries?
  • Explain your experience with SAP. What modules have you used for order processing?
  • How do you measure customer service success? Which KPIs are most important?
  • Tell us about a time you improved a process in your previous customer service role.

职位点评

71
综合评分

Stable multinational, flexible work, moderate growth, operational support role.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
This position is best suited for job seekers who prioritize flexibility, work-life balance, and a stable multinational environment over high compensation or strong social purpose.
表现最好
工作生活
相对薄弱
使命价值
薪资福利75
成长发展65
工作生活85
使命价值50

薪资福利

75中等

Henkel offers competitive benefits including flexible work, parental leave, and share plan, but salary is not disclosed and likely market-aligned for Colombia.

薪资信号未披露（AI估算：7K-14K/月）
福利待遇Flexible work scheme、hybrid work model、work from anywhere policy、Global wellbeing standards、health and preventive care programs、Gender-neutral parental leave、Employee Share Plan

成长发展

65中等

There are opportunities for growth both nationally and internationally, but the role itself is operational and does not explicitly mention structured training or career path.

技术前沿主流现代技术
技术栈SAP、Excel、Service Cloud、Contact Center
成长机会Diverse national and international growth opportunities
业务类型cost_center

工作生活

85较高

The flexible work scheme with hybrid model and work-from-anywhere policy strongly supports work-life balance, though office presence may still be required.

工作模式混合式弹性办公
办公地点未明确
加班情况未提及（无法判断）
工作生活平衡Flexible work scheme、flexible hours、hybrid work model、work from anywhere policy

使命价值

50较低

While customer service can be impactful, the role does not emphasize a strong social mission or innovation; it is more about operational support.

行业发展稳定成熟行业
社会影响中性/一般
创新程度稳健跟随主流

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