About The Role

Job Description – Customer Service Analyst

Job Purpose

The OTC Order Management & Customer Service Analyst is responsible for the accurate and timely execution of customer orders while delivering a high-quality customer experience throughout the order lifecycle. The role ensures orders are processed efficiently from receipt to fulfillment , resolves customer queries, manages order exceptions, and collaborates with cross-functional teams to ensure seamless delivery to customers.

As a frontline operations role, the analyst plays a critical part in maintaining customer satisfaction, protecting revenue, and ensuring operational excellence through adherence to standard processes, service levels, and controls.

Key Responsibilities

Order Management

Receive, validate, and process customer orders accurately and within agreed service levels.
Review orders for completeness, pricing, product availability, customer master data, and contractual compliance.
Manage order changes, cancellations, returns, and amendments.
Resolve order blocks related to credit, pricing, master data, or supply constraints.
Monitor order progression through to delivery and proactively manage exceptions.

Customer Service

Serve as the primary point of contact for customer enquiries related to orders, deliveries, products, invoices, and returns.
Respond to customer requests professionally and within defined service level agreements (SLAs).
Provide accurate and timely updates on order status and issue resolution.
Build positive customer relationships through responsive and solution-oriented service.
Escalate complex customer issues appropriately while ensuring timely follow-up.

Order Exception Management

Investigate and resolve order processing issues to minimize delays.
Coordinate with Supply Chain, Logistics, Warehousing, Commercial, and Finance teams to resolve exceptions.
Manage backorders, stock shortages, delivery issues, and shipment changes.
Ensure critical customer orders are prioritized and managed effectively.

Customer Master Data Support

Validate customer information required for order processing.
Raise or support customer master data updates following established governance.
Identify and report master data issues impacting customer orders.
Ensure adherence to data quality standards.

Billing & Invoice Support

Support customers with invoice-related enquiries.
Coordinate with Billing and Finance teams to resolve invoice discrepancies.
Assist with order-to-invoice reconciliation where required.
Ensure billing issues are resolved promptly to avoid payment delays.

Collaboration & Communication

Work closely with Sales, Customer Service, Supply Chain, Logistics, Warehousing, Credit, and Finance teams.
Communicate proactively with customers regarding delays, shortages, and delivery changes.
Participate in daily operational meetings to resolve customer issues.
Maintain effective relationships with internal and external stakeholders.

Process Compliance & Controls

Follow established OTC policies, standard operating procedures, and work instructions.
Ensure compliance with internal controls and company policies.
Maintain accurate documentation of customer interactions and order activities.
Escalate process risks, recurring issues, and compliance concerns.

Continuous Improvement

Identify opportunities to improve order processing efficiency and customer experience.
Participate in process improvement initiatives and standardization activities.
Share best practices and contribute to knowledge management.
Support testing and adoption of new systems or process enhancements.