Job Description
Role Title: Analyst, European Order Management / Back-Office Customer Service
Proposed Band: B14-B17
Location: GCC India
Reports to: Team Lead, European Order Management / Back-Office Customer Service

Role Purpose
The Analyst is responsible for executing day-to-day activities within European Order Management / Back-Office Customer Service from GCC India, ensuring accurate, timely, and customer-focused execution across the assigned scope. The role is expected to protect the customer experience by taking ownership of order flow, proactively identifying service risks, resolving issues with urgency, and keeping stakeholders informed with clarity and professionalism.

The role supports the delivery of core back-office customer service processes and plays an important part in maintaining service continuity, quality, responsiveness, and customer confidence. Depending on experience and capability, the role may operate with different levels of autonomy, complexity handling, and ownership across the assigned scope.



The Analyst is expected to balance the needs of external customers with the requirements of internal stakeholders and business partners, always applying a customer-first mindset while following defined processes, controls, and service expectations.

Core Accountability
• Execute day-to-day order management / back-office customer service activities for the assigned country or customer scope with a explicit focus on delivering a reliable and responsive customer experience
• Process and manage customer orders and related transactions accurately, on time, and in line with defined service expectations, controls, and ways of working
• Support order confirmation, order updates, delivery coordination, issue resolution, and related transaction processing across the order lifecycle to minimise customer disruption
• Monitor assigned order or customer portfolios daily, proactively identifying issues, delays, inconsistencies, or service risks that may impact custo

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