Customer Service Analyst Position Title: Customer Service Location: Mexico City Reports to: Supply Chain Head Direct Reports: No Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics and skin and body care. Coty is the global leader in fragrance and number three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment. Provide efficient, high-quality customer support throughout the order-to-cash process, ensuring service level excellence and alignment with commercial and logistics KPIs. This role serves as a key liaison between commercial, logistics, and retail customers to enhance client satisfaction and operational performance. • Enter and validate orders in SAP. • Manage the EDI ordering process. • Data entry and research as required to troubleshoot customer problems. • Prepare service performance reports using customer data (Fill Rate, OTIF, OOS, etc.). • Follow up and resolve issues related to orders, deliveries, and billing. • Check product availability in coordination with supply chain. • Gather customer feedback and work with internal teams to improve processes and offerings. • Maintain proactive, clear, and solution-oriented communication with assigned accounts. • Process credit notes according to internal policies. • Bachelor’s degree in business administration, Industrial Engineering, Transportation, or related fields. • Minimum 3 years of experience in Customer Service within the consumer goods industry (ideally in fragrances, cosmetics, or personal care). • Proficient in SAP and advanced Excel. • Strong understanding of service KPIs: Fill Rate, On-Time Delivery, Out of Stock, etc. • Fluent in English (spoken and written). • Excellent communication, problem-solving, and organizational skills. • Customer-oriented with the ability to work under pressure and manage multiple priorities in a fast-paced environment. Country/Region: MX City: Mexico