Process Analyst - Customer Care
Core
Provide technical, order, and payment-related assistance to internal and external customers while managing accounts receivable and resolving disputes.
Role type
Process Analyst (Customer Care)
Builds
Improved customer satisfaction and operational efficiency through process automation and CRM optimization.
Domain
Industrial manufacturing / Customer Care / Finance
Deliverable
dashboards & analysis
Required skills
Accounts receivable management, dispute resolution, process improvement, Salesforce workflow design, data analytics, order tracking, business application support
Preferred skills
PowerBI, Excel (Pivot tables, power query), SAP
Technologies
Salesforce, SAP, PowerBI, Excel
Responsibilities
Monitor and manage outstanding customer balances to resolve billing discrepancies; Investigate and resolve customer disputes related to invoices and pricing; Identify and implement process improvements and automation within the customer care function; Track orders to ensure on-time delivery performance; Provide escalation support for E-commerce tools and customer-facing applications.
Seniority
Mid-level, hands-on IC