Job Description: Customer Service Analyst – German Language

Position: Customer Service Analyst (German)
Location: Pune (Hybrid)
Company: RESRG Automotive
Employment Type: Full-time

Work Schedule:

• 5-day work week
• Hybrid working model
• Indian shift timings

About the Role

RESRG Automotive is looking for an experienced Customer Service Analyst with German language proficiency (minimum B2.2 level) to support customer service operations for German-speaking customers. The successful candidate will act as the Subject Matter Expert (SME) for customer service processes, ensuring high-quality service delivery, resolving complex customer issues, and driving continuous process improvements.

This role requires strong customer service expertise, analytical skills, and the ability to collaborate effectively with cross-functional teams in a global environment.

Key Responsibilities

• Handle complex customer inquiries and escalations from German-speaking customers professionally and efficiently.
• Provide process guidance and support to the customer service team.
• Analyze customer service performance, identify trends, and recommend process improvements.
• Prepare and present operational reports, dashboards, and performance metrics.
• Coordinate with Sales, Supply Chain, Logistics, Production, and Quality teams to ensure timely issue resolution.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Develop, maintain, and update Standard Operating Procedures (SOPs) and process documentation.
• Conduct root cause analysis (RCA) and implement corrective and preventive actions.
• Support system enhancements, process transitions, and change management initiatives.
• Deliver process training and knowledge-sharing sessions to team members.
• Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Engineering, or a related field.
• 5–8 years of experience in Customer Service, Order Management, or Customer Operations.
• Experience in the automotive or manufacturing industry is preferred.
• Demonstrated experience as a Subject Matter Expert (SME) or Process Expert.
• German language proficiency at B2.2 level or higher (mandatory).
• Strong verbal and written communication skills in both German and English .
• Experience working with ERP systems such as SAP, Oracle, or similar.
• Strong analytical, problem-solving, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel and PowerPoint.

Preferred Skills

• Order-to-Cash (O2C) process knowledge.
• Customer complaint and escalation management.
• SAP Order Management experience.
• Continuous Improvement and Root Cause Analysis (RCA).
• KPI reporting and dashboard creation.
• Process documentation and knowledge management.
• Customer relationship management (CRM) tools.

Key Competencies

• Customer-focused approach
• Strong analytical thinking
• Process excellence mindset
• Excellent communication skills (German & English)
• Cross-functional collaboration
• Problem-solving and decision-making
• Ownership and accountability
• Adaptability and continuous learning

What We Offer

• Hybrid work model
• Five-day work week
• Indian shift timings
• Opportunity to work with global customers and cross-functional teams
• Collaborative and inclusive work environment
• Professional growth and learning opportunities

Preferred Candidate Profile

• Experience: 5–8 years
• Location: Pune (Hybrid)
• Language: German (B2.2 or above) – Mandatory
• Industry: Automotive / Manufacturing / Shared Services