Job Description – Customer Service Analyst
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.
Review orders for completeness, pricing, product availability, customer master data, and contractual compliance.
Serve as the primary point of contact for customer enquiries related to orders, deliveries, products, invoices, and returns.
