Business Analyst

Job Summary

Avantor is looking for a Business Analyst for Global CS Analytics Automations. The primary responsibility is to create and maintain Global CS reports and metrics, provide data insights, and coordinate with internal teams as required. This role requires a strong analytical mindset and attention to detail to ensure the accuracy of all reporting and metrics. Work closely with stakeholders across the organization to gather requirements, identify data sources, and create customized reports that meet business needs. The role executes a range of complex customer service tasks, often requiring interpretation of customer needs and deviation from standard procedures to find the best solutions. Key responsibilities include troubleshooting complex issues, identifying patterns in customer concerns, and implementing improved processes. Communicate with internal teams (e.g., sales, product management) and external contacts (e.g., vendors, third-party suppliers) to gather information, resolve issues, and support customers. Solves issues such as escalated customer complaints or order discrepancies, leveraging in-depth knowledge of company policies and products or services. Regularly engages with both internal stakeholders and customers to ensure that solutions are not only effective but also in line with customer expectations and company goals.

Responsibilities

• Create and maintain Global CS reports and metrics, provide data insights, and coordinate with internal teams as required.
• Work with stakeholders across the organization to gather requirements, identify data sources, and create customized reports that meet business needs.
• Execute a range of complex customer service tasks, often requiring interpretation of customer needs and deviation from standard procedures to find the best solutions.
• Troubleshoot complex issues, identify patterns in customer concerns, and implement improved processes.
• Communicate with internal teams (e.g., sales, product management) and external contacts (e.g., vendors, third-party suppliers) to gather information, resolve issues, and support customers.
• Solve issues such as escalated customer complaints or order discrepancies, leveraging in-depth knowledge of company policies and products or services.
• Regularly engage with both internal stakeholders and customers to ensure that solutions are effective and in line with customer expectations and company goals.

Education Experience

• Education: Graduate/Diploma or Equivalent Degree.
• Experience: Minimum of 2.5 years experience.

Preferred Qualifications

• Sound Knowledge on Power BI, Data Modeling, MS Excel and its functions.
• Knowledge on SQL / Snowflake / Excel VBA will be an added advantage
• Good communication - Verbal and written
• Good process knowledge along with supply chain management is preferred
• Proficiency in Microsoft Office skills
• Good knowledge on analytical tools and data interpretation techniques
• Ability to transform statistical data and numbers into understandable information through infographics and mapping
• Graduate/Diploma or Equivalent Degree
• Minimum of 2.5 years experience
• Fair understanding on Customer Service process Knowledge
• Flexibility to work in night shift

Competencies

• Analytical and Critical Thinking
• Collaboration Teamwork
• Continual Improvement and Innovation
• Customer Focus
• Developing People
• Driving Results
• Adhere to Avantor policies, procedures, rules and guidelines
• Uphold Avantor Culture and Values at all times

How you will thrive and create an impact

• Develop and maintain Global CS reports and metrics that provide insights into network performance, capacity, and trends.
• Analyze data to identify patterns and trends, and provide insights to stakeholders on network performance.
• Develop and maintain relationships with stakeholders across the organization to understand their reporting needs and provide timely and accurate reports.
• Identify opportunities to automate reporting and analysis processes to increase efficiency and accuracy.
• Ability to perform basic to intermediate quantitative analysis and to work with a variety of data sets and types to conduct business analysis.
• Understanding of business drivers and dynamics, and customer drivers and dynamics.
• Support Customer service operations with data analytics and insights in identifying critical trends and focus areas.
• Support the Customer service projects as required by the Business.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.