Customer Services 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)and ciustomer Service. * Good communication, customer service mindset **Worker Type :** Fixed Term Contract (Fixed Term) **Primary Location:** Shanghai **Additional Locations :** **Job Posting Start Date :** 2026-08-19