Customer Service Analyst

Job Description

Role & Responsibilities:

• Monitor customer portals for assigned manufacturing sites.
• Download and maintain weekly customer performance, shipping, and OTD reports.
• Identify delivery, shipping, and customer portal compliance violations.
• Communicate customer claims, violations, and performance issues to internal stakeholders.
• Track disputed customer violations and support resolution activities.
• Analyze customer scorecards, KPIs, and performance trends.
• Generate weekly/monthly reports using Advanced Excel.
• Support demand planning and customer requirement reviews.
• Retrieve customer and shipment information from ERP systems (SAP/PLEX/QAD).
• Drive continuous improvement in customer service reporting processes.

Preferred Candidate Profile:

• 3-8 years of experience in Customer Service, Customer Operations, Order Management, Logistics, Supply Chain, or Manufacturing Support.
• Experience working with Automotive OEM/Tier-1 customer portals.
• Strong Advanced Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, Conditional Formatting, Charts).
• Experience with customer scorecards, OTD tracking, and performance reporting.
• Knowledge of SAP, PLEX, or QAD preferred.
• Strong analytical and stakeholder management skills.
• Excellent verbal and written communication skills.