Job Title:
Customer Service Data AnalystLocation: Bagumbayan, Libis, Quezon City
Reporting Relationships:
Reporting to: Customer Service Senior Manager
Number of Direct Reports: N/A
Role Overview
The Customer Service Data Analyst organizes and creates valuable distribution information and data for the customer service group that is vital to the orchestration of cross-functional collaboration with Key Accounts, Distribution, Logistics & Transportation, Finance, Order-To-Cash (OTC), IT, Contact Center, Modern Trade Execution and Marketing in alignment with the management’s end to end process, from order capture, processing, and fulfillment, and KPI targets. The role also converts data into reports for the consumption of the customer service group and distribution team.
Key Roles and Responsibilities
- Order to Cash Analysis: Creates a 7 days horizon delivery status report for the consumption of NKA lead, Distribution Team, and customer service group
- Volume Analysis: Interprets and analyze volume fulfillment of actual sales vs. NKA Sales & Operations on a monthly basis. Trend analysis of sales performance and volume fulfillment.
- Delivery Dispatch Analysis: Create the load of report for the use of distribution team and customer service group.
- SKU Analysis Report: Creates an order fulfilment report for a specific target SKU like 500ml, 2L multi pack, etc. Creates a capping report for critical SKUs when needed.
- Service Level Analysis: Creates an end to end report of all the service level key performance indicator of the Company for National Key Accounts. Converts data into reports for the consumption of the customer service group and distribution team.