Customer Service Analyst

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 - 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. 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 Worker Type Regular Primary Location: Bangalore Karle Town SEZ Additional Locations : Job Posting Start Date 2026-09-01

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