Customer Service Analyst

Job description

Job Description : 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 av