Customer Service Analyst ( In office

Customer Service Analyst

You want to contribute to a collective adventure, undertake, test, learn, develop and challenge yourself? We have (more than) a job for you!

At NAOS, we are committed people, who think and act differently.

We are a company useful to the world. Everyday, we strive to love, understand and care for the living. Our brands, BIODERMA, INSTITUT ESTHEDERM and ETAT PUR are rooted in a unique approach :
Ecobiology. This is how we make breakthrough and useful innovations.

With a presence in over 100 countries and a community of 3,400 NAOSians, we have opted for a single design and manufacturing site, NAOS Les Laboratoires, in Aix-en-Provence (France), to control the quality and unique design of our products.

We are looking for a Customer Service Representative based directly at our logistics platform in Cincinatti (Herbron Kentucky 41048) to provide reliable, accurate, and responsive customer service support for NAOS USA’s B2B customers (brick-and-mortar, distributors, pharmacies, institutes) and internal stakeholders (training, marketing, HR), ensuring operational excellence and data-driven insights.

• Experience with ERP and CRM/order systems (e.g., SAP, Net Suite, Salesforce)
• Analytical mindset, proficiency in Excel and Power BI
• Excellent written and verbal communication
• Strong organizational skills and attention to detail
• Ability to manage complexity and multiple priorities

Your main responsibilities will include:

• Handle inquiries on orders, shipping, invoices, and product availability
• Liaise with finance for payment issues, credit limits, and chargebacks
• Manage service issues and coordinate replacements or returns with QA (Daira)
• Maintain proactive communication with customers and sales reps

• Maintain and update customer service KPIs dashboard (orders processed, OTIF, complaints, etc.)
• Track and analyze claims, credit memo volume, reasons, and trends
• Support periodic reporting for internal stakeholders (Sales, Finance, Supply)

• Identify process inefficiencies and propose improvements (e.g., order entry automation, document templates)
• Ensure SOPs are up-to-date for all B2B customer types and internal processes
• Support implementation of new tools or system enhancements

• Order accuracy rate
• OTIF (On-Time In-Full) delivery rate
• Ticket resolution time
• Internal satisfaction (for HR, Training, Marketing requests)
• Volume of claims per 100 orders

• Experience with ERP and CRM/order systems (e.g., SAP, Net Suite, Salesforce)
• Analytical mindset, proficiency in Excel and Power BI
• Excellent written and verbal communication
• Strong organizational skills and attention to detail
• Ability to manage complexity and multiple priorities

Join us!

NAOS