Analyst II - Customer Service

Essential Duties and Responsibilities

• Order management- Receive and acknowledge customer PO and enter them accurately into ERP
• Check material availability, lead time, and communicate delivery commitments
• Ensure correct part numbers, pricing, and delivery schedules in ERP
• Coordinate with Planning and Production teams for order scheduling and fulfillment
• Track and update customers on order status and expected dispatch dates
• Prepare dispatch advice and coordinate with the logistics team for timely shipment
• Act as the first point of contact for all customer queries related to orders, dispatch, and billing
• Respond promptly to customer queries, complaints, and requests
• Escalate critical delivery or quality issues to the concerned departments and ensure closure
• Maintain updated records of orders, dispatches, and pending deliveries.
• Generate and share regular MIS reports: Order Booking, Pending Orders, Dispatch Plan vs Actual
• Ensure closure of customer complaints within defined timelines.
• Log and resolve customer complaints regarding delivery, quantity, or quality
• Ensure on-time delivery by coordinating effectively with departments such as S&OP and WH/ logistics to meet service level targets
• Prepare and share MIS and daily sales reports in the required format
• Coordinate with customers for monthly and weekly schedules

Keys to Success

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills
• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets
• ERP or Oracle System Knowledge.
• Advanced Excel (preferred).

Supervisory Responsibilities

• None
• No supervisory responsibilities but may provide guidance to new associates

Requirements and Preferred Skills

• 6 to 8 years of experience in similar role in automotive components, Industrial companies
• Graduate/ Post Graduate Degree in Commerce or in Supply Chain Management