Customer Service Analyst

WE ARE HIRING: SENIOR CUSTOMER SERVICE ANALYST

ABOUT TRIVIUM PACKAGING

Headquartered in the Netherlands, TRIVIUM PACKAGING is a global leader in metal packaging created through the merger of Ardagh Metal Food & Specialty and Exal. The company holds a leading position across all segments it serves, including food, seafood, nutrition, specialty beverages, aerosol, and paints & coatings, with a strong focus on sustainability and infinitely recyclable products manufactured in environmentally conscious facilities.
We welcome all candidates regardless of race, religion, color, age, gender, nationality, sexual orientation, gender identity, or disability.

EDUCATION:

Bachelor’s degree in Business Administration, Marketing, or related fields.

REQUIREMENTS:

• Experience in servicing global key accounts
• Proficiency in Microsoft Office
• Advanced or fluent English
• Differential: Intermediate/advanced Spanish

MAIN RESPONSIBILITIES:

• Provide service to customers (global key accounts), sales representatives, internal areas, and leadership by returning all relevant information within deadlines and supporting strategic supply studies with the Supply Chain team.
• Process and manage the order portfolio, interacting with and updating customers and internal teams to ensure orders are fulfilled on time and in full, meeting service level agreements (SLAs) and KPIs.
• Keep the organization updated on sales forecasts for your assigned customers for the current and upcoming months, ensuring proper resource planning to meet customer demand; support leadership in updating and communicating the overall monthly sales forecast and sales reports.
• Deliver high-value customer service by meeting SLA and KPI targets, contributing to customer satisfaction (NPS – Net Promoter Score).
• Conduct interventions and in-person meetings with customers whenever necessary regarding volumes and projects; prepare and lead the quarterly business review process (QBR – Quarter Business Review).
• Maintain full understanding of all interfacing departments and participate in internal meetings to present results, action plans, resource needs, requests for support, etc.
• Coordinate return processes and interact with the Quality department regarding customer complaints, and with Finance regarding credit/debit/delinquency topics, following current processes and policies.
• Participate in trade fairs and events alongside the sales team.
• Participate in internal and external audit processes (customer certification, Internal Controls, Compliance, ISO).