Business Analyst - Customer Service Analytics & Reporting

Avantor Performance Materials India Ltd; Coimbatore District; On-site; INR 600,000 - 900,000; Full time

Job summary

Avantor Performance Materials India Ltd is seeking a Business Analyst for Global CS Analytics & Automations. The role focuses on creating and maintaining global CS reports, providing data insights, and coordinating with internal teams to meet business needs.

It requires strong analytical skills and attention to detail to ensure accuracy of reporting and metrics. You will work with stakeholders across the organization to gather requirements, identify data sources, and develop customized reports.

Qualifications

• Graduate/Diploma or Equivalent Degree.
• Minimum of 2.5 years’ experience.
• Knowledge on Power BI, Data Modeling, MS Excel.
• SQL / Snowflake / Excel VBA knowledge adds value.
• Good communication – Verbal and written.
• Understanding of supply chain management.
• Good knowledge on analytical tools and data interpretation techniques.

Responsibilities

• Create and maintain Global CS reports and metrics.
• Provide data insights and coordinate with internal teams.
• Identify data sources and create customized reports.
• Automate reporting and analysis processes where possible.
• Support customer service operations with data analytics.
• Communicate with stakeholders to gather requirements.
• Resolve escalated issues and ensure accuracy.

Skills

Analytical thinking

Communication skills

Process knowledge

Customer focus

Education

Graduate/Diploma or Equivalent Degree

Tools

Power BI

SQL

Snowflake

Excel VBA

MS Excel

MS Office

Job description

Business Analyst The Opportunity

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.

What we’re looking for

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

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world.

EEO Statement

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case‑by‑case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.