Customer Service Analyst

About the role

The Customer Service Analyst drives customer satisfaction by analysing operational and customer data, identifying risks and improving processes. The role supports service performance, logistics optimisation and KPI monitoring while collaborating with IT, Transport, Sales and Supply Chain teams. Reporting to the Customer Service & Master Data Manager, the analyst works with internal and external stakeholders.

Key responsibilities

• Manage day‑to‑day operational topics such as seasonal order follow‑up, volume tracking and issue escalation; monitor EDI flows and coordinate with IT.
• Prepare and update monthly Customer Service reports and maintain KPI dashboards (OTIF, returns, refusals, delivery frequency, picking rate, transport incidents).
• Consolidate customer‑provided KPIs, identify gaps versus internal metrics and present syntheses to Sales.
• Build and maintain customer scorecards, analyse performance data and create presentation material for customer and carrier meetings.
• Lead EDI developments and contribute to projects such as VMI implementation, OCR development and B2B portal solutions, testing new functionalities and proposing improvements.

Required profile

• Master’s degree in Business, Supply Chain, Economics or a related field.
• 1–3 years of experience in Customer Service, Supply Chain or analytical roles (FMCG experience a plus).
• Experience interacting with customers and managing KPIs.
• Technical mindset with interest in IT interfaces.
• Fluent in English and French or Dutch.

Required skills

• Advanced Excel (pivot tables, formulas, reporting).
• Power BI for data visualisation.
• SAP knowledge.
• Understanding of EDI processes.