Customer Service Analyst ( In office)
About The Position
Customer Service Analyst You want to contribute to a collective adventure, undertake, test, learn, develop and challenge yourself? We have (more than) a job for you! At NAOS, we are committed people, who think and act differently. We are a company useful to the world. Everyday, we strive to love, understand and care for the living. Our brands, BIODERMA, INSTITUT ESTHEDERM and ETAT PUR are rooted in a unique approach : Ecobiology. This is how we make breakthrough and useful innovations. With a presence in over 100 countries and a community of 3,400 NAOSians, we have opted for a single design and manufacturing site, NAOS Les Laboratoires, in Aix-en-Provence (France), to control the quality and unique design of our products. WHO WE LOOK FOR We are looking for a Customer Service Representative based directly at our logistics platform in Cincinatti (Herbron Kentucky 41048) to provide reliable, accurate, and responsive customer service support for NAOS USA’s B2B customers (brick-and-mortar, distributors, pharmacies, institutes) and internal stakeholders (training, marketing, HR), ensuring operational excellence and data-driven insights.
Requirements
- Experience with ERP and CRM/order systems (e.g., SAP, NetSuite, Salesforce)
- Analytical mindset, proficiency in Excel and Power BI
- Excellent written and verbal communication
- Strong organizational skills and attention to detail
- Ability to manage complexity and multiple priorities
Responsibilities
- Customer & Stakeholder Support Handle inquiries on orders, shipping, invoices, and product availability
- Liaise with finance for payment issues, credit limits, and chargebacks
- Manage service issues and coordinate replacements or returns with QA (Daira)
- Maintain proactive communication with customers and sales reps
- Dashboarding & Performance Tracking Maintain and update customer service KPIs dashboard (orders processed, OTIF, complaints, etc.)
- Track and analyze claims, credit memo volume, reasons, and trends
- Support periodic reporting for internal stakeholders (Sales, Finance, Supply)
- Process Improvement Identify process inefficiencies and propose improvements (e.g., order entry automation, document templates)
- Ensure SOPs are up-to-date for all B2B customer types and internal processes
- Support implementation of new tools or system enhancements
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
