Customer Service Process & Analytics Associate

Customer Service Process & Analytics Associate

The Customer Service Process & Analytics Associate supports operational excellence by combining frontline order and issue management with data-driven insights. The role ensures order accuracy, resolves service issues, and leverages data to identify trends, inefficiencies, and opportunities for process improvement, contributing to a more resilient and customer-focused service organization.

Roles & Responsibilities

Process Improvement & Optimization

• Analyze current customer service workflows and identify inefficiencies
• Design and implement process improvements to enhance customer experience and operational efficiency
• Collaborate with cross-functional teams to align service processes with business goals

Data Analysis & Reporting

• Monitor and analyze service performance metrics
• Identify inefficiencies, recurring issues, and opportunities for process enhancement
• Provide actionable insights to leadership based on data trends

Tools & System Support

• Support system enhancements, automation, and digitalization initiatives
• Ensure data integrity and maintain reporting accuracy
• Train team members on new tools processes

Cross-Functional Collaboration

• Partner with internal teams to align customer service processes
• Share insights to improve forecast accuracy and operational stability

Requirements

• Bachelor's degree in Supply Chain, Analytics, Business, or a related field.
• Certification or training in Data Analytics, Lean Six Sigma (Green Belt), or ERP systems.
• 3–5 years of experience in customer service, supply chain, or analytics role within logistics.
• Proven ability to work with ERP systems and reporting tools.
• Analytics: Strong ability to analyze data, interpret metrics, and derive actionable insights.
• Process Improvement: Enthusiastic about automation, standardization, and efficiency projects.
• Customer Orientation: Ability to translate data into service improvements.
• Collaboration: Works closely with IT, supply chain, and CI/PMO teams.
• Tools: Advanced Excel (pivot, macros), ERP (SAP), exposure to BI tools preferred.