Customer Service Analyst

Job Description Customer Service Analyst

Position: Customer Service Analyst
Location: Pune, Maharashtra
Experience: 3 to 7 Years
Industry Preference: Automotive / Powertrain Manufacturing / Tier-1 Automotive Suppliers

About the Role

We are seeking a highly motivated Customer Service Analyst to support customer service operations for automotive powertrain manufacturing sites. The ideal candidate will be responsible for managing customer portals, monitoring delivery performance, analyzing customer scorecards, tracking compliance violations, and providing data-driven insights to improve customer satisfaction and operational performance.

Key Responsibilities

• Monitor customer portals for all assigned powertrain manufacturing sites and ensure timely review of customer requirements, schedules, and performance metrics.
• Download, maintain, and analyze weekly OTD (On-Time Delivery), shipping, and customer performance reports.
• Identify delivery, shipping, and customer portal compliance violations and ensure timely resolution.
• Communicate violation details and corrective actions to manufacturing plants, logistics teams, and key stakeholders.
• Track disputed customer violations and coordinate with internal teams for recovery and closure.
• Analyze customer scorecards, performance trends, and service level metrics to identify improvement opportunities.
• Generate periodic reports and dashboards using Excel for customer performance reviews and management reporting.
• Support demand planning activities and customer requirement reviews.
• Retrieve customer orders, shipment details, and performance data using ERP systems such as SAP, PLEX, or QAD.
• Contribute to continuous improvement initiatives focused on customer service reporting, process standardization, and operational efficiency.

Mandatory Skills

• Experience in Automotive OE Customer Portal Management.
• Strong understanding of Customer Service Operations and compliance monitoring.
• Hands-on experience in Customer Performance Reporting and data management.
• Advanced Microsoft Excel skills, including:
• Pivot Tables
• VLOOKUP/XLOOKUP
• Charts & Dashboards
• Data Validation & Reporting
• Excellent communication and stakeholder management skills.
• Experience in monitoring delivery performance and shipping compliance.
• Strong analytical and problem-solving capabilities.
• Ability to track and manage customer disputes and corrective actions.

Preferred Skills

• Knowledge of SAP, PLEX, or QAD ERP systems.
• Understanding of demand planning and supply chain processes.
• Experience with customer scorecard analysis and KPI reporting.
• Exposure to continuous improvement methodologies and process optimization.

Educational Qualification

• Bachelor's Degree in Engineering, Supply Chain Management, Operations, Business Administration, or related discipline.
• Relevant certifications in Supply Chain, Customer Service, or ERP systems will be an added advantage.