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)and ciustomer Service.
• Good communication, customer service mindset