Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno, and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in over 170, the Ferrero Group is revered by generations around the world. The secret to our global success? 40,000 devoted employees who celebrate care and quality to craft our business, careers, and brands. Join us, and you could be one of them.
Diversity Statement:
Ferrero is committed to building a diverse and inclusive culture where all employees feel welcomed, appreciated, and have equal opportunities. We believe all our people are talented in their own way. By nurturing their curiosity and abilities, we enable their personal and professional growth, making our work environment multicultural, innovative, and rewarding.
About the Role:
As a Customer Service Analyst, you'll be central to our customer operations, ensuring seamless service for a key portfolio of clients. You’ll act as the vital link between customers, sales teams, supply chain, and logistics partners, managing orders from start to finish with precision. You’ll build strong customer partnerships, influence delivery schedules, and coordinate with teams to keep processes on track.
If you thrive on solving problems, streamlining processes, and impacting customer satisfaction positively, this role is for you!
Main Responsibilities:
Your role involves ensuring smooth customer order processing, meeting service level targets by proactively managing orders against forecasts. Managing customer volumes, seasonal commitments, and communicating variations are key. Maintaining comprehensive customer records supports uninterrupted support even in your absence.
You will develop solid relationships with third-party logistics providers to fulfill orders according to expectations, track deliveries, resolve issues, and coordinate with finance when needed.
Collaborating with commercial teams, you’ll monitor customer forecasts, track product intake, and flag discrepancies to balance demand, maximize sales, and minimize excess stock.
Building strong partnerships with customer contacts will foster trust and collaboration. You’ll support the Customer Operations Team in developing innovative approaches and assist teammates to maintain high service levels.
You’ll drive continuous improvements, optimize processes, and focus on performance metrics like order fill rates and shelf availability to ensure timely delivery of fresh products while meeting internal targets.
Effective collaboration across Supply Chain, Demand, Distribution, and Logistics teams is essential to align customer requirements with operational capabilities.
Who we are looking for:
Successful candidates will have strong customer service skills, organizational abilities, and professional communication. Problem-solving skills, attention to detail, results orientation, and the ability to work independently under deadlines are crucial. Numeracy and analytical skills are highly valued.
Experience in FMCG supply chain operations is advantageous for understanding and meeting customer needs.
How to be successful in the role and at Ferrero:
Our focus on consumers, quality, and care drives us. Your commitment to putting consumers first is vital. Your skills and contributions will be valued, supporting innovation and excellence in the confectionery industry.
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