About this role
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. • Ensure critical customer orders are prioritized and managed effectively.
4. Customer Master Data Support
• 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.
5. Billing & Invoice Support
• 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.
6. Collaboration & Communication
• 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.
7. Process Compliance & Controls
• 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.
8. Continuous Improvement
• 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.
Key Deliverables
• 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.
Candidate requisites
• 3 to 6years' experience in Order to Cash- Order Management (Mandatory)and ciustomer Service. • Good communication, customer service mindset
Worker Type : Fixed Term Contract (Fixed Term) Primary Location: Shanghai Additional Locations :
Job Posting Start Date : 2026-08-19