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.

📌 Customer Service Analyst (Bengaluru)
🏢 Diageo
📍 Bengaluru