Customer Service Analyst

Analyst

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Job Description:

Customer Service Job Profile

• Lead end-to-end order-to-cash operations: coordinate order entry, stock allocation, invoicing, dispatch, and warehouse routing to meet customer request dates and ensure timely billing.
• Champion customer advocacy and rapid resolution: manage multichannel support (Salesforce, email, phone) to resolve internal and external queries within defined SLAs/TATs; expedite deliveries, clear undelivered shipments, and prevent sales reversals.
• Govern backorder and inventory priorities: validate and correct backorders with business stakeholders; execute manual stock rationalization for constrained materials aligned to commercial priorities.
• Coordinate cross-functional execution: partner with inventory and demand planning, credit services, warehouse, distribution, taxation, business teams, and CIR to deliver on-time service.
• Manage outsourced/back-end partners: direct OM providers (Genpact, Toll, Proteam) for accurate order processing, amendments, and issue resolution.
• Own customer service performance: track and improve CS metrics (e-lines, loops, blocked lines) and drive customer portal adoption to target.
• Deliver actionable visibility: publish daily and monthly reports (sales visibility, service KPIs) to inform stakeholders and accelerate decisions.
• Elevate customer engagement: lead customer and business meetings and site visits; run feedback surveys (VoC), synthesize insights, and implement service enhancements.
• Drive process excellence: design and launch new business model processes, SOPs, and training; lead continuous improvement initiatives across the Order Management cycle.
• Ensure compliance and audit readiness: enforce adherence to CS SOPs; manage internal and external audits.
• Statutory documents: Coordinate & share statutory/regulatory documentation (MSDS, TSDS, COA, RTR, warranty certificates) to internal & external customers.
• Optimize Order Execution: Execute timely order swaps to the appropriate warehouses to balance capacity & reduce cycle time
• Expedite dispute resolution: accelerate investigation and closure of customer credit/debit notes to safeguard revenue recognition and customer satisfaction.
• New Customer / BG Employee training: onboard new customers and train new business group employees on CS tools, systems, and processes (EOC, customer portal, CIR)
• Premium Service for Priority customers: AOEM, Modern Trade, E commerce, Quickcom

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Experience Level

Senior Level