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
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Receive, validate, and process customer orders accurately and within agreed service levels.
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Review orders for completeness, pricing, product availability, customer master data, and contractual compliance.
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Manage order changes, cancellations, returns, and amendments.
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Resolve order blocks related to credit, pricing, master data, or supply constraints.
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Monitor order progression through to delivery and proactively manage exceptions.
2. Customer Service
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Serve as the primary point of contact for customer enquiries related to orders, deliveries, products, invoices, and returns.
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Respond to customer requests professionally and within defined service level agreements (SLAs).
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Provide accurate and timely updates on order status and issue resolution.
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Build positive customer relationships through responsive and solution-oriented service.
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Escalate complex customer issues appropriately while ensuring timely follow-up.
3. Order Exception Management
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Investigate and resolve order processing issues to minimize delays.
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Coordinate with Supply Chain, Logistics, Warehousing, Commercial, and Finance teams to resolve exceptions.
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Manage backorders, stock shortages, delivery issues, and shipment changes.
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Ensure critical customer orders are prioritized and managed effectively.
4. Customer Master Data Support
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Validate customer information required for order processing.
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Raise or support customer master data updates following established governance.
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Identify and report master data issues impacting customer orders.
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Ensure adherence to data quality standards.
5. Billing & Invoice Support
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Support customers with invoice-related enquiries.
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Coordinate with Billing and Finance teams to resolve invoice discrepancies.
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Assist with order-to-invoice reconciliation where required.
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Ensure billing issues are resolved promptly to avoid payment delays.
6. Collaboration & Communication
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Work closely with Sales, Customer Service, Supply Chain, Logistics, Warehousing, Credit, and Finance teams.
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Communicate proactively with customers regarding delays, shortages, and delivery changes.
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Participate in daily operational meetings to resolve customer issues.
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Maintain effective relationships with internal and external stakeholders.
7. Process Compliance & Controls
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Follow established OTC policies, standard operating procedures, and work instructions.
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Ensure compliance with internal controls and company policies.
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Maintain accurate documentation of customer interactions and order activities.
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Escalate process risks, recurring issues, and compliance concerns.
8. Continuous Improvement
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Identify opportunities to improve order processing efficiency and customer experience.
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Participate in process improvement initiatives and standardization activities.
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Share best practices and contribute to knowledge management.
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Support testing and adoption of new systems or process enhancements.
Key Deliverables
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Accurate and timely order processing.
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High customer satisfaction through quality service.
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On-time resolution of customer enquiries.
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Effective management of order exceptions.
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Compliance with service levels and operational controls.
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Accurate customer and order records.
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Support for continuous process improvement initiatives.
Candidate requisites
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3 to 6years' experience in Order to Cash- Order Management (Mandatory)and ciustomer Service.
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Good communication, customer service mindset
Worker Type :
Fixed Term Contract (Fixed Term)
Primary Location:
Shanghai
Additional Locations :
Job Posting Start Date :
2026-08-19
