Customer Service Analyst - E-commerce

Description

Job Summary: We are seeking a professional to manage sales orders, online after-sales service, monitor brand reputation, coordinate logistics, and provide customer support. Key Responsibilities: 1. End-to-end management of e-commerce sales and after-sales orders. 2. Omnichannel customer support and logistics coordination. 3. Use of ERP systems (SAP), Salesforce, and e-commerce platforms. **You’re WOW at Kärcher if you:** * Manage and process sales orders, with primary focus on the E\-commerce channel, ensuring adherence to deadlines, quantities, and required documentation. * Handle end-to-end online after-sales service (returns, exchanges, credit notes, and complaints) by centralizing requests via Salesforce. * Monitor brand reputation on platforms such as Mercado Libre and B2B/marketplace portals. * Maintain smooth and consistent communication with the logistics operator (3PL) to coordinate shipments, resolve incidents, and track order status. * Provide omnichannel customer and end-consumer support (phone, email, web forms, and WhatsApp). * Support billing processes, shortage management, document issuance, and system data updates in SAP. **It would be WOW if you brought this:** * Technical or university degree in Administration, Logistics, or related fields. * Prior experience in customer service and complaint management (e-commerce/marketplace experience preferred or familiarity desired). * Proficiency or knowledge of ERP systems (SAP), Salesforce, WMS, and e-commerce platforms/B2B portals. * Proficiency in Microsoft Office (Excel / Google Sheets). * Strong communication skills, empathy, resilience, and ability to handle high workloads under pressure. * Excellent customer orientation and analytical capability to independently resolve problems. **Our WOW Kärcher Package:** Competitive salary \+ performance-based bonus, meal allowance, shuttle bus service (departing from Metro station), Independence Day and Christmas bonuses, 50% subsidy for Supplementary Health Insurance, fully company-paid Life Insurance, birthday leave, two administrative days per year, school allowance/school supplies for children, Kärcher product discounts, and access to wellness programs. **Ready to WOW us?** Simply apply online and provide your contact details. We’re excited to meet you! Together for a cleaner world \| Together towards a clean world.