Customer Service Analyst Apply Now \#juntosimparables Company Overview Connecting People, Improving Lives Become a DHL professional and secure the essentials of your daily life through our top-tier benefits—we prioritize your safety, your health, and that of your family. Build your career with us and seize the opportunity to grow through multicultural experiences and daily challenges that will push you further. This won’t be just another job—it will be your chance to make a positive impact on the environment and on people both inside and outside DHL. As a global company, we value the diversity of our employees as a true strength—and this strength can only be fully realized when everyone feels they can truly be themselves every day, regardless of ethnic origin, religion, sexual orientation, gender, disability, or any other personal characteristic. That’s what we mean by inclusion. Diversity is our strength. Being DHL means maximizing your capabilities. This position is for SUPPLA CARGO S A S. Role Description We are seeking a Customer Service Analyst – Tracker with skills in operational tracking of logistics services, KPI management, and timely customer service. This person will be responsible for ensuring accurate order and last-mile delivery vehicle traceability, guaranteeing compliance with service level agreements (SLAs) and effective communication with internal and external customers. **Work Model:** Hybrid **Location:** Vía Cota \- San Gregorio, Parque Constellation **Schedule:** Rotating shifts Monday to Friday: * 5:00 a.m. – 1:00 p.m. * 8:00 a.m. – 5:30 p.m. * 2:00 p.m. – 10:00 p.m. * 10:00 p.m. – 6:00 a.m. Saturdays: Rotating shifts between **5:00 a.m. and 3:00 p.m.** Requirements * **Education:** Technologist in Industrial Engineering, Production Engineering, Business Administration, or related fields. * **Experience:** Minimum **8 months** in **Customer Service and Logistics**, with experience in: + Handling and analyzing service KPIs. + Direct customer contact for service tracking and SLA compliance. + Preparing and delivering reports. * **Specific Knowledge:** + Basic Excel. + Proficiency in Office tools (Word, PowerPoint). + Knowledge of logistics and last-mile processes (preferred). Responsibilities * Conduct daily tracking of orders and last-mile delivery vehicles. * Monitor and ensure compliance with service level agreements (SLAs). * Manage customer contact for status updates, exceptions, and support. * Analyze and report service KPIs related to operational performance. * Prepare and present management reports for relevant departments. * Escalate operational exceptions or identified non-compliances promptly. * Maintain up-to-date information in internal systems and tracking platforms. JOB IDCO06597 COUNTRYColombia CITYFunza CATEGORYTransportation