Global Customer Service Automation & Data Analyst Job Title: Global Customer Service Automation & Data Analyst Summary: The Automation & Data Analyst will support the Customer Service function by driving data-driven insights, process automation, and continuous improvement initiatives to reduce highly transactional activities. The role focuses on enhancing service efficiency, reducing manual effort, and improving customer experience across order management and issue resolution in a complex B2B chemical setting. The Automation and Data Analyst is responsible for Key metrics Analysis to support CSR’s, BPO’s and functional managers in Momentive’s Business Process framework. The data analyst will support Momentive’s Customer Service and commercial team with dashboards and reports out of Tableau, Power BI, SFA and Other Analytics. Responsibilities Include: Analyze customer service data (orders, deliveries, complaints, OTIF, backlog etc.,) to identify trends and improvement opportunities. Develop and maintain dashboards using tools like Power BI / Tableau / Excel Track KPIs such as NPS , OTIF (On-Time In-Full), order cycle time, case resolution time, and backlog etc., Identify manual/repetitive processes and implement automation solutions (e.g., RPA, Power Automate, Python scripts ) Drive workflow automation in order processing, reporting, and customer communication Collaborate with IT and digital teams to implement scalable automation tools. Support chatbot/self-service initiatives for customers (order status, FAQs) Apply Lean / Six Sigma principles to reduce inefficiencies and errors. Work closely with supply chain, logistics, and regulatory teams to ensure compliance and Process optimization. Analyze impact of production constraints, shipping delays, and regulatory requirements on customer service. Partner with regional customer service teams to drive adoption of tools and improvements. Act as a bridge between business, IT, and operations. Analyze pro...