Customer Experience Analyst Supervisor

Responsibilities

• 1. Monitor and troubleshoot integration across OMS, WMS, ERP, and marketplace seller center to ensure smooth order and SKU synchronization.
• 2. Analyze order flow, fulfillment performance, and return patterns to identify trends, propose and adjust processes for better efficiency.
• 3. Manage master data (SKU, pricing, mapping) and perform inventory reconciliation between physical stock, WMS, and client systems, resolving discrepancies.
• 4. Build and deliver operational performance reports with clear data visualization (dashboards, charts) to communicate SLA compliance, fulfillment rate, and process accuracy to management and clients.
• 5. Coordinate with Client, Operations, Tech, and 3PL logistics partners to resolve escalations and maintain agreed SLA on order fulfillment.
• 6. Drive continuous improvement by documenting recurring issues, recommending workflow optimizations, and supporting system enhancement projects.

• 1. Minimal Bachelor's degree (S1) from any field with proven track record.
• 2. Proven experience in customer experience analyst, data analyst, control tower or a related role, with a minimum of 2 years of experience in E-Commerce Fulfillment & Enabler and/or Warehouse industry.
• 3. Strong data analysis skills (Excel/Google Sheets: pivot tables, lookups; basic SQL is a plus).
• 4. Experience with WMS, OMS, ERP, and marketplace seller center systems.
• 5. Familiarity with dashboard/reporting tools.
• 6. Understanding of basic API/integration logs and data flows.
• 7. Process improvement mindset – able to proactively find bottlenecks and suggest better workflows.

Note:

This role requires a strong understanding of Data Analytics