**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 operations.
- Perform quality assurance audits and provide feedback to agents and supervisors.




- Assist in forecasting demand and workforce planning based on historical data trends.
**Qualifications & Requirements**
- Bachelor’s degree in business administration, Business, Finance, or a related field.
- 2-4 years of experience in customer service, data analysis, or a related role.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Excel (advanced level) and data visualization tools (e.g., Power BI).
- Excellent written and verbal communication skills in English.
- Ability to translate data into clear and actionable insights.
- Strong attention to detail and organizational skills.
**Preferred Skills**
- Familiarity with Lean, Six Sigma, or continuous improvement practices.
- Experience in shared service environments.
**Key Competencies**
- Data-driven decision-making
- Critical thinking
- Attention to detail
- Collaboration and teamwork
- Results-oriented mindset
- Adaptability and initiative

📌 Sr Customer Service Representative Agua Fria (Ciudad Apodaca)
🏢 Johnson Controls
📍 Ciudad Apodaca