Customer Service Analyst

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

Key Deliverables

• Accurate and timely order processing.

• High customer satisfaction through quality service.

• On-time resolution of customer enquiries.

• Effective management of order exceptions.

• Compliance with service levels and operational controls.

• Accurate customer and order records.

• Support for continuous process improvement initiatives.

Candidate requisites

• 3 to 6years' experience in Order to Cash/ Order Management (Mandatory)

• Good communication, customer service mindset