Senior EMEA Customer Care Analyst

Senior EMEA Customer Care Analyst

Location: Staines, UK
Type: Full-time | Office-based
Reports to: Senior Manager, EMEA Global Service Logistics

Are you a proactive, customer-focused professional with a passion for logistics and service excellence? We’re looking for a Senior EMEA Customer Care Analyst to join our Global Service Logistics (GSL) team and play a key role in managing RMA (Return Material Authorization) processes, coordinating field support, and ensuring top-tier service delivery across the EMEA region.

What You’ll Do:

Manage day-to-day RMA advance replacements and return shipments.
Provide high-level support to Platinum customers, including dispatching Field Engineers globally.
Coordinate 24/7 global service coverage, including weekend on-call support.
Collaborate with Engineering, IT, and Sales to support contract renewals and customer requirements.
Produce monthly reports, identify data errors, and maintain accurate customer records.
Build strong relationships with partners and third-party vendors.
Use systems such as Salesforce, SAP, ServiceNow, and Google Suite to manage operations.

What We’re Looking For:

5+ years of experience in RMA administration or order management, ideally in high-tech service logistics or field engineering.
Strong attention to detail and analytical skills.
Excellent multitasking and prioritization abilities.
A self-starter with a customer-first mindset.
Willingness to work outside regular hours, including weekend pager duty (4–6 hours).
Proficiency in Salesforce, SAP, ServiceNow, and Google Workspace.
Comfortable commuting to our Staines office.