Customer Service Analyst

Job Description (JD)

Position: Customer Service Analyst

Location: Pune, Maharashtra
Experience: 3-8 Years
Industry: Automotive / Manufacturing / Supply Chain

About the Role

We are seeking a detail-oriented and customer-focused Customer Service Analyst to support customer service operations for Powertrain manufacturing sites. The ideal candidate will have experience in Customer Service Operations, Supply Chain Management, SAP, and Power BI, with strong analytical and reporting capabilities. This role involves monitoring customer portals, analyzing customer performance metrics, tracking delivery compliance, and supporting continuous process improvements.

Key Responsibilities

Customer Portal Management

• Monitor customer portals for all assigned Powertrain manufacturing sites.
• Ensure timely review of customer requirements, shipment status, and compliance-related updates.
• Manage customer portal data and maintain compliance with OEM customer requirements.

Performance Reporting & Analysis

• Download, maintain, and analyze weekly OTD (On-Time Delivery), shipping, and customer performance reports.
• Analyze customer scorecards, delivery performance, and service metrics.
• Identify performance trends and provide actionable recommendations to stakeholders.
• Develop and maintain dashboards and reports using Power BI and Excel.

Compliance & Issue Resolution

• Identify delivery, shipping, and portal compliance violations.
• Communicate violation details to manufacturing plants and key stakeholders.
• Track disputed customer violations and support resolution activities.
• Coordinate with cross-functional teams to improve customer service performance.

Supply Chain & Demand Planning Support

• Support customer demand reviews and planning activities.
• Monitor customer requirements and shipment commitments.
• Collaborate with Supply Chain, Logistics, Production Planning, and Customer Service teams to ensure delivery performance.

ERP & Data Management

• Utilize SAP to retrieve customer orders, shipment status, delivery information, and performance data.
• Maintain accurate customer service records and reporting databases.
• Support process standardization and continuous improvement initiatives.

Mandatory Skills

Technical Skills

• SAP (Sales, Delivery, Customer Order Management)
• Power BI Reporting & Dashboard Development
• Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Charts, Data Analysis)
• Customer Performance Reporting
• Data Analysis & KPI Tracking

Functional Skills

• Customer Service Operations
• Supply Chain Management
• Customer Portal Management
• On-Time Delivery (OTD) Monitoring
• Shipping & Delivery Performance Management
• Compliance Monitoring
• Order Fulfillment Processes

Behavioral Skills

• Stakeholder Management
• Effective Communication
• Problem Solving & Analytical Thinking
• Cross-Functional Collaboration

Preferred Skills

• Automotive Industry Experience
• Powertrain Manufacturing Exposure
• Demand Planning Knowledge
• ERP Systems (PLEX, QAD)
• Customer Scorecard Analysis
• Logistics & Distribution Operations
• Continuous Improvement & Process Standardization
• Lean Manufacturing Concepts

Educational Qualification

• Bachelor's Degree in:
• Supply Chain Management
• Mechanical Engineering
• Industrial Engineering
• Business Administration
• Operations Management
• Related Discipline