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Customer Services Analyst

Diageo · Shanghai, China
// classified as
Other (Adjacent or hard to classify.)
posted
1d ago
location
Shanghai, China
languages
—
tools
—
> education
master
> description

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
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