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