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 p

📌 Customer Service Analyst (Bengaluru)
🏢 Diageo India
📍 Bengaluru