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