Customer Service Management | Senior Analyst

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com..

The Customer Service Management is responsible for managing and nurturing existing accounts through a scalable, centralized support model. This role balances customer service and order management with a self-starter mindset, ensuring customer satisfaction, the north star of the program, while driving account retention and incremental revenue. 

Customer Service Management’s handle day to day account needs, resolve issues quickly, and identify opportunities to upsell and crosssell. The role is ideal for individuals who bring customer service, logistics, or food service knowledge and are eager to apply those skills in a customer-facing sales capacity. Strong partnership with restaurant and hospitality clients by leveraging food service expertise.

Who You Are

• A customer-first professional who values satisfaction and retention as the foundation of success. 
• Adaptable and flexible, comfortable managing both transactional support and sales growth. 
• Compassionate and detail-oriented, especially when dealing with food products and unit of measure accuracy. 
• Someone who thrives on cross-functional collaboration and enjoys turning service interactions into growth opportunities. 

Key Responsibilities

Customer Contact & Account Management 

• Serve as the primary point of contact for ~100 assigned accounts. 
• Manage customer outreach, prioritize needs, and maintain strong customer relationships. 
• Troubleshoot and resolve issues related to orders, deliveries credits, and substitutions. 
• Conduct business reviews to uncover growth opportunities. 

Order Management & Support 

• Enter and track customer orders in coordination with routing. 
• Resolve order execution issues such as shortages, stock-outs, or mis-picks. 
• Review and process substitution requests, credit submissions, and sample requests. 
• Maintain and update order guides and product tools in MOXe. 

Sales Growth & Strategy 

• Identify and qualify new business opportunities within existing accounts. 
• Assess customer fit, pricing strategy, and market trends to optimize margins. 
• Cross-sell and upsell product offerings during customer interactions. 
• Support forecasting, business planning, and achievement of sales targets. 

Communication & Collaboration

• Respond to customer inquiries via phone, email, and text. 
• Track issues and updates in internal systems (SOUS, PRISM, etc.). 
• Partner with Territory Managers, Replenishment, and other support teams to ensure service excellence. 

#Li-Latam

Basic Qualifications

Required:

• Minimum of 2 years’ experience in food management, restaurant operations, food logistics 
• Minimum of 1 years’ experience of account management  
• High school diploma
• Advance English C1

Preferred:

• Experience in sales, customer care, or account management within food service, logistics, or distribution. 
• Familiarity with order management systems (e.g., CRM, SFDC) or similar tools.
• Strong customer service mindset with proven ability to resolve issues quickly.
• Ability to analyze customer data and identify growth opportunities.
• Excellent communication and relationship-building skills.
• Strong problem-solving ability with flexibility to adapt to dynamic account needs with attention to detail.
• Detail-oriented with ability to manage multiple tasks and priorities. 

This is a full-time in office position 5 days a week in our Cariari, Heredia office.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

 Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.