CUSTOMER FACING ANALYST I

Description

Job Summary: This position comprehensively manages the customer lifecycle, ensuring proper execution of Order to Cash processes and timely service. Key Highlights: 1. Manages the Order to Cash cycle and coordinates with customers and internal departments. 2. Manages customer information and handles requests. 3. Promotes a diverse and inclusive environment. Position Details **Job Title:** Customer Care Analyst I (PCD) **Location:** Bogotá, Colombia **Work Mode:** Hybrid At CALDIC, we foster a diverse and inclusive workplace; this opportunity is open to persons with disabilities who hold the corresponding certification and meet the job requirements. About the Position Comprehensively manage the customer lifecycle, ensuring correct execution of Order to Cash processes, timely handling of requests, customer onboarding, order and billing management, PQR (Inquiries, Complaints, and Claims) and KPI management, compliance with internal controls, and effective communication with involved departments—guaranteeing timely, orderly, and policy-compliant service. Key Responsibilities Manage the Order to Cash cycle, ensuring accurate order entry, processing, billing, and tracking through to delivery. Monitor order status and coordinate with customers and internal departments to ensure timely service and adherence to established timelines. Administer the creation, updating, and maintenance of customer information in systems, validating supporting documentation. Handle customer requests related to documentation, billing, certificates, claims, audits, and regulatory requirements. Manage returns, accounting notes, and billing incidents, ensuring their proper resolution. Coordinate operational activities such as production, back orders, and deliveries, ensuring service continuity. Monitor operational KPIs and contribute to continuous improvement of customer service processes. Comply with internal policies, procedures, and guidelines, ensuring quality and compliance in every process. Skills Empathy, active listening, and problem-solving Customer focus Attention to detail and accuracy Ability to adapt to changing tasks and priorities Job Requirements High school diploma or university student in advanced stages (final semesters) Desirable: Minimum 3 years’ experience in administrative roles Desirable experience in customer service, sales planning, or sales support within industry or distribution Required proficiency in Microsoft Office suite; familiarity with SAP and Salesforce or another CRM system Intermediate knowledge of Microsoft Office, especially Excel Power BI – Basic About Caldic At Caldic, we are a global leader in distribution solutions, serving diverse markets worldwide. Joining us means becoming part of an entrepreneurial, collaborative, and innovation-driven team. **We Offer:** * Global opportunities with rapid growth and professional development * An inclusive, diverse, and dynamic work environment * The opportunity to shape the future of specialized ingredient solutions for industries such as food, pharmaceuticals, personal care, and more We operate in 43 countries worldwide. Our innovative solutions are designed to meet the needs of industries including food, pharmaceuticals, personal care, and industrial markets—ensuring sustainable success for all stakeholders. For more information, visit: www.caldic.com Ready to Join Us? If you’re ready to take your career to the next level and join a global leader, apply now at Caldic! Equal Opportunity Employer Caldic celebrates diversity and is committed to fostering an inclusive workplace. We do not discriminate on the basis of race, religion, gender, or any other characteristic. **Location:** Bogota, CO **\#job\-location.job\-location\-inline { display:** inline; } **Population:** Bogota **State:** **Country/Region:** CO