Customer Service Analyst

at  Ferrero

COMPANY DESCRIPTION:

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is revered by generations around the world. The secret to our global success? 40,000 devoted employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

WHO WE ARE LOOKING FOR:

To excel in this role, you’ll need strong customer service skills, solid organisational abilities, and professional communication and interpersonal expertise. Effective problem-solving skills are key, particularly when managing tasks under pressure.
We’re looking for detail-oriented, results-driven individuals with a customer-centric mindset. The ability to work independently and stay effective under tight deadlines is crucial. Strong numeracy skills and an analytical approach are also highly valued.
Experience in customer supply chain operations, especially within FMCG networks, will be a significant advantage, helping you better understand and meet customer needs.

ABOUT THE ROLE:

As a Customer Service Analyst, you’ll be at the heart of our customer operations, driving seamless service for a key portfolio of clients. In this role, you’ll be the vital link between our customers, sales teams, supply chain, and logistics partners, ensuring that every order is managed with precision from start to finish. You’ll have the chance to build strong partnerships with customers, influence product delivery schedules, and coordinate with teams to keep everything on track.
If you’re someone who thrives on solving problems, streamlining processes, and making a real impact on customer satisfaction, this role is for you!

MAIN RESPONSIBILITIES:

You’ll play a crucial role in ensuring seamless customer order processing, striving to meet service level targets by proactively managing orders against forecasts. Balancing customer volumes, handling seasonal commitments, and communicating any variations to customer demands will be key parts of your responsibilities. Keeping comprehensive customer records ensures that the team can provide uninterrupted support even in your absence.
You will develop solid relationships with our 3rd Party Logistics providers to guarantee that orders are fulfilled according to customer expectations. This includes tracking deliveries, resolving issues with returned products, and coordinating closely with finance when necessary to ensure everything runs smoothly.
Working alongside commercial teams, you’ll closely monitor customer forecasts, tracking product intake and seasonal changes. Your keen eye will flag any discrepancies or over-consumption, helping to balance demand and ensure that customer needs are met efficiently, maximising sales while minimising excess stock.
Building and nurturing strong partnerships with customer contacts will be central to your role, creating trust and collaborative ways of working. You’ll also support the broader Customer Operations Team in developing innovative approaches and step in to help your teammates whenever needed to maintain high service levels.
You’ll be instrumental in driving continuous improvement within our operations, working with the team to optimise processes that lead to service and cost enhancements. Your focus on performance metrics like order fill rates and shelf availability will help us deliver the freshest products to our customers while ensuring that our internal targets are consistently met.
Collaboration will be key as you build strong ties across our Supply Chain team and maintain effective communication with all stakeholders. By aligning with Demand, Distribution, Supply Planning, and our logistics partners, you’ll ensure that customer requirements are clearly understood and fulfilled to the highest standards.

HOW TO BE SUCCESSFUL IN THE ROLE AND AT FERRERO:

At Ferrero, our dedication and focus on consumers, quality, and care drives everything we do. As a member of our team, your commitment to placing consumers at the forefront of your work is paramount. Your skills and aspirations will be cherished and nurtured, and your contributions will make a lasting impact. Together, we will continue to push boundaries, innovate, and raise the bar in the confectionary industry.
Join us on this rewarding journey, where the satisfaction of our consumers and the pride in our craftsmanship fuel our success.