Global Process Analyst Customer Service (m/w/d) in Duisburg
Global Process Analyst Customer Service (m/w/d) in Duisburg
Become a part of our team
HAVI is a global, privately owned company focused on innovating, optimizing and managing the supply chains of leading brands. Offering services in marketing analytics, packaging, supply chain management and logistics, HAVI partners with companies to address challenges big and small across the supply chain, from commodity to customer. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI's supply chain services are complemented by the customer engagement services offered by our affiliated company The Marketing Store. For more information, please visit HAVI.com.
We are hiring a Global Process Analyst Customer Service (m⁠/⁠w⁠/⁠d) for our office in Duisburg.
This is a strategic individual contributor role (staff position) within the Finance organization. The role has no direct team responsibility but offers strong cross-functional exposure and influence. The focus is on driving standardization, process improvement, and service excellence in customer-related operations.
Your Tasks
- Analyze end-to-end processes to drive standardization, improve efficiency, and enable automation.
- Centralize and maintain all customer agreements across markets; identify synergies and areas for improvement.
- Define standard terms and service definitions for offerings; highlight non-standard requests in the Service Catalogue.
- Review and document customer-specific SOPs; identify and address cost-driving deviations from standard processes.
- Ensure quality and consistency in operational reporting.
- Provide analytical support for underperforming markets and strategic projects.
Strategy & Process Development
- Design and implement global best practices in customer service.
- Support development of short- and long-term strategies.
- Define and track KPIs, benchmark performance within HAVI and the wider logistics industry.
- Specify ERP capabilities required to support best-in-class customer service processes.
- Cross-Functional Collaboration & Governance
- Enhance collaboration across departments and improve customer service effectiveness.
- Manage key projects focused on standards, safety, and service culture.
- Serve as the key contact for order management and customer service-related requests – including scoping, prioritization, and impact assessment.
- Coordinate global and regional meetings for Customer Service leadership.
- Participate in the rollout of global initiatives and ensure successful execution.
- Act as process owner for parts of the Order-to-Cash (O2C) process (e.g., order and claim management).
Cost & Performance Focus
- No direct cost or budget responsibility.
- Support efficiency targets such as orders processed per FTE and improvements to the Perfect Customer Order KPI (touchless, accurate, claim-free orders).
Process & Systems Responsibility
- Translate business needs into IT requirements and follow through implementation.
- Maintain process documentation using BIC (GBTEC) and publish materials via Talent LMS.
- Monitor key performance indicators and drive action plans in collaboration with markets.
- Deliver analytical support as needed for specific projects or underperforming regions.
Your Profile
- Bachelor's or Master's degree in Business Administration, Supply Chain, Process Management or a similar field
- Residence and valid work permit for Germany are required
- Relevant certifications (e.g. SAP, Six Sigma, BPMN) are a plus
- Several years of experience in customer service, process management or customer relations
- Experience in international and cross-cultural projects, especially in standardization and process rollout
- Strong analytical skills along the Order-to-Cash process; able to identify automation and efficiency opportunities
- Able to balance strategic thinking with timely, high-quality execution – in line with our "Deliver the Promise" approach
- Hands-on, value-driven and pragmatic work style
- Fluent English skills and solid German knowledge
- Willing to travel internationally
Are you a good match for this Job?
Please submit an online application with your salary expectations and an indication of your earliest starting date.
Havi Logistics GmbH, 47228 Duisburg