Sr Customer Service Representative Agua Fria (Ciudad Apodaca)

Job Summary
The Customer Service Analyst is responsible for managing the sales orders, shipments and backlog.
This role supports decision‐making by evaluating data, monitoring KPIs, and recommending process improvements within the customer service function.
Key Responsibilities
Manage the backlog, sales order set up, execute and monitor shipments
Identify and resolve root causes of customer issues and service gaps.
Develop reports, dashboards, and presentations for leadership and LATAM operational teams.
Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
Collaborate with customer service teams to improve workflows, processes, and service quality.
Provide recommendations for continuous improvement initiatives based on data insights.
Conduct root cause analysis to reduce recurring customer complaints.
Support the implementation of new tools, systems, or processes within customer support ope...