Data Analyst

About the Role

We are seeking a highly motivated and thorough professional to join the team in an Order to Cash (O2C) and customer support capacity. This role is critical in ensuring detailed operations, delivering exceptional customer experiences, and driving process excellence. The ideal candidate should possess a good understanding of business, good interpersonal skills, and the ability to work closely in a dynamic environment. As a domain expert Data Analyst, you will not only handle day-to-day responsibilities but also provide guidance, share expertise, and lead initiatives that improve efficiency and compliance across processes.

Key Responsibilities

• Displays proficiency and eye for business to address, leading customers, handling partner concerns, running nonconforming data issues, leading difficult customer communications (chat, mail, call) every day.
• Develops and leads structured on-the-job training, coaching for job-specific tasks, mentors, and guides team members on standard processes.
• Builds and maintains cordial collaborations and multi-functional counterparts which will help in expediting, de-escalating and effective management of service work during exception handling.
• Challenges status quo, initiates process improvement changes and projects.
• Plays a key role in validating and checking process consistency and protocols from business partners.
• Effectively reports on lead time, quality, process trending with relevant analysis, online assessment and inference related to process and business.
• Performs management duties in a back-up capacity in the absence of a supervisor/team lead.
• Facilitates communications between key operational groups on service-impacting incidents.
• Shares a point of view to process requests on Salesforce systems and supports to resolve sophisticated queries related to contracts or product installations.
• Supports following up or calling out pending orders and completes administrative tasks as advised by senior members of the team.

Requirements & Tech Stack

• Diligent with strong interpersonal and time management skills.
• Problem-solving attitude with the ability to handle customer concerns and resolve issues promptly.
• Adaptability to changing processes and willingness to learn new systems or tools.
• Ability to lead process improvement initiatives and drive automation opportunities.
• Previous experience in Order to Cash / customer support roles.
• Applies general knowledge of business, developed through education, to make informed judgments.
• Strong communication and social skills to effectively be compatible with customers.
• Skilled in customer management and cross-functional collaboration.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in MS Office tools.
• Familiarity with ERP systems (e.g., SAP, Oracle) is an advantage.
• Excellent documentation skills for creating SOPs, process maps, and knowledge articles.
• Strong analytical skills to identify process gaps and recommend improvements.