CUSTOMER SERVICE ANALYST
GURGAON, IN, 122001
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Position Overview
This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with assigned customers, sales and supply chain teams and external business partners. The Customer Service Analyst will be required to use analytical tools,reports, and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction.
Key Responsibilities
Receives, enters and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and
registering customers complaints. Prepares, collects and archives shipping/export documentation. Manages portfolio that includes strategic customers, as applicable.
Analyze customer and logistics data to include service performance (scorecards), number of orders, frequency, shipments, and effective systems and periodic updates to monitor and advise Account Managers and CS Mgr on order status, issues or outlook.
Manages customer and business partners queries and data: answers question, investigates and provides solutions, processes master data and other requests.
Ensures customer satisfaction through proactive communication with customers and business partners to gauge satisfaction levels and resolve as needed.
Investigates and assists with implementing proactive methods for continuous improvement by participating in data analysis and forming corrective action plans for maintaining and improving service, reducing detention.
Utilize analytical tools, systems and data to report business KPI performance and identify and lead service improvements with assigned customer and CCI initiatives.
Qualification & Experience
Bachelor's Degree preferred in Customer Service, Supply Chain, Logistics, Business or related field.
Fluent English, additional language/s depending on the portfolio.
1-3 years’ experience preferred in Customer Service, Distribution, Logistics or Supply Chain.
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