OSRAM Global seeks a Customer Service Analyst to fulfill customer needs and financial objectives. You will handle all customer service requests related to orders, billing, delivery times, after-sales service, and internal process inquiries.
What You'll Do
- Manage sales orders from purchase order receipt through delivery confirmation.
- Receive and process releases (via Excel, PDF, specific customer systems, or EDI).
- Coordinate deliveries according to customer requirements, providing reliable dates if products are unavailable.
- Coordinate export orders, reviewing incoterm, freight quotes, shipping mode, and urgency.
- Process sample requests.
- Manage credit and debit note requests, ensuring prompt application.
- Investigate and follow up on payment and open invoice discrepancies.
- Coordinate claims from receipt through credit note application.
- Send weekly Back Order reports to external customers.
- Send Inventory Reports to requesting customers.
- Upload invoices/PODs to customer portals to initiate the collection process.
- Control advance payments to manage new orders against invoices referencing received advances.
- Coordinate re-billing and/or cancellations of CFDI documents with the finance area per internal policies.
- Perform monthly sales analysis by channel, material, and family (forecast accuracy).
- Perform monthly material demand analysis (AMU 6).
- Conduct weekly analysis of Tier and Car maker customer releases.
- Prepare monthly reports and KPIs. Delivery <= U+6.
- Ensure monthly compliance with the Closing checklist.
- Support clearing overdue balances.
- Update customer data in the CMD in SAP.
- Provide support to the sales area and KAMs.
- Support quality and RMA requirements.
What We're Looking For
- Bachelor's degree in Business Administration, Foreign Trade, Transportation Engineering, or related field.
- High proficiency in English.
- 3+ years of relevant experience.
- Proficiency in SAP (SD Module).
- Advanced Excel skills.
- Proficiency with Office suite.
- Customer orientation.
- Business results orientation.
- Collaboration and influence.
- Change management skills.
- Conflict management skills.
Technical Stack
- SAP (SD Module)
- Advanced Excel
- Microsoft Office
OSRAM Global is an equal opportunity employer.
