Customer Service Automation and Data Analyst

Global Customer Service Automation & Data Analyst

Job Title:

Global Customer Service Automation & Data Analyst

Summary:

The Automation & Data Analyst will support the Customer Service function by driving data-driven insights, process automation, and continuous improvement initiatives to reduce highly transactional activities. The role focuses on enhancing service efficiency, reducing manual effort, and improving customer experience across order management and issue resolution in a complex B2B chemical environment.

The Automation and Data Analyst is responsible for Key metrics Analysis to support CSR’s, BPO’s and functional managers in Momentive’s Business Process framework. The data analyst will support Momentive’s Customer Service and commercial team with dashboards and reports out of Tableau, Power BI, SFA and Other Analytics.

Responsibilities Include:

• Analyze customer service data (orders, deliveries, complaints, OTIF, backlog etc.,) to identify trends and improvement opportunities.
• Develop and maintain dashboards using tools like Power BI / Tableau / Excel
• Track KPIs such as NPS, OTIF (On-Time In-Full), order cycle time, case resolution time, and backlog etc.,
• Identify manual/repetitive processes and implement automation solutions (e.g., RPA, Power Automate, Python scripts)
• Drive workflow automation in order processing, reporting, and customer communication
• Collaborate with IT and digital teams to implement scalable automation tools.
• Support chatbot/self-service initiatives for customers (order status, FAQs)
• Apply Lean / Six Sigma principles to reduce inefficiencies and errors.
• Work closely with supply chain, logistics, and regulatory teams to ensure compliance and Process optimization.
•  Analyze impact of production constraints, shipping delays, and regulatory requirements on customer service.
• Partner with regional customer service teams to drive adoption of tools and improvements.
• Act as a bridge between business, IT, and operations.
• Analyze processes to identify opportunities for improvement and simplification of processes.  Drive automation, where appropriate.
• Support Customer Service plans and programs to support continuous service improvement to our customers.

Qualifications:

The following are required for the role

• Bachelor’s degree in business/engineering/Science/Data Analytics/Supply Chain or related field.
• 4+ years of Automation/Data Analyst experience in multinational environment. 
• Experience leading business process improvements using Cutting edge tools.
• Exceptional ability to collect, analyze and interpret both qualitative and quantitative data to develop business solutions.
• The ideal candidate will be a good listener, able to visualize and adapt processes to meet requirements & customer needs, then thoroughly and appropriately document the new processes.
• Certifications in Data Analytics / Lean Six Sigma / RPA are a plus

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more. 

  

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.  

 

To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.   

 

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.

Experience Level

Mid Level