Customer Service Excellence & Data Analyst

About PSA BDP:

PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide.

We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.

We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.

PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals. 

Job Title: Customer Service Excellence & Data Analyst

Job Summary: The Customer Service Excellence & Data Analyst is responsible for ensuring exceptional customer service experiences while utilizing data-driven insights to improve service delivery and operational efficiency.

This role involves analyzing customer feedback, service metrics, and operational data to identify trends, enhance performance, and support strategic decisions. The ideal candidate will have a strong background in customer service, as well as expertise in data analysis, enabling them to optimize customer interactions and drive continuous improvement.

Key Responsibilities:

Customer Service Excellence:

• • Ensure the delivery of high-quality, responsive customer service across all touchpoints.
  • Address customer complaints and concerns, striving for resolution and customer satisfaction.
  • Develop and implement best practices, process for customer service operations.
  • Monitor and evaluate customer service performance against established KPIs (Key Performance Indicators).
  • Be focal connect between sales, customers and operations with customer-centric culture & approach.
  • Identify opportunities for enhancing the customer experience based on feedback and service outcomes.

Data Analysis:

• • Collect, analyze, and interpret customer service data to identify New Accounts, Products, POL, POD, Volumes, Regions. Filter data, get appointments of customers & give leads to sales team across regions.
  • Develop and maintain reports and dashboards to track customer service metrics, such as New accounts, New opportunities, Closed opportunities, Lost opportunities, response time, resolution rate, and customer satisfaction scores.
  • Conduct in-depth analysis of customer feedback and satisfaction surveys to understand pain points and improvement opportunities.
  • Use statistical methods and data visualization tools to present actionable insights to leadership and cross-functional teams.
  • Monitor service performance against industry standards and recommend strategies for improvement.

Cross-Functional Collaboration:

• • Work closely with customer service, marketing, sales, and operations, CFS & Terminal team to align data insights with business goals and enhance customer experience.
  • Collaborate with IT and systems teams to ensure effective data collection and reporting processes.
  • Assist in the development of customer experience strategies based on data insights.

Continuous Improvement:

• • Recommend data-driven improvements to policies, processes, and procedures that enhance customer service quality.
  • Support the implementation of initiatives that improve customer retention and loyalty based on analytical findings.
  • Monitor the effectiveness of implemented changes and ensure sustained improvement.

Reporting and Communication:

• • Provide regular updates and reports on customer service performance, trends, and insights to senior management.
  • Maintain and update dashboards to reflect real-time customer service performance.

Qualifications:

• Bachelor's degree in Business, Data Analytics, BBA or Marketing, or a related field.
• Proven experience in customer service or customer experience management, preferred from Logistics back ground with internship or min one year of experience.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, PPT, Power BI).
• Familiarity with customer service platforms and CRM tools like salesforce or equivalent CRM.
• Excellent communication skills and the ability to present complex data to non-technical stakeholders.
• Ability to work collaboratively in a team environment and drive cross-functional initiatives.
• Strong problem-solving skills and attention to detail.

Desired Skills:

• Experience in customer feedback analysis and service improvement initiatives.
• Knowledge of statistical analysis methods and techniques.
• Ability to think strategically and use data to drive business decisions.

Desired Skill - BBA, Commerce Graduate or any equivalent stream from Marketing & Sales. 

Candidate who done internship will be an added advantage. 

Location - Mumbai