Global Process Analyst Customer Service (m/w/d)

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. 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

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