Customer Service Analyst

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.

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.

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.

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.

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.

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.

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.

3 to 6years' experience in Order to Cash/ Order Management (Mandatory)

Good communication , customer service mindset

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