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:
ShanghaiAdditional Locations :
Job Posting Start Date :
2026-08-19Skills Required
- 3 to 6 years of experience in Order to Cash and Order Management
- Customer service experience
- Good communication skills
- Customer service mindset
Diageo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Diageo and has not been reviewed or approved by Diageo.
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Fair & Transparent Compensation — Pay is considered competitive and often described as top-tier, particularly in manufacturing and salaried roles, with many indicating they feel fairly compensated. Compensation is frequently cited as a strong reason to join and stay despite pressures in some parts of the business.
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Parental & Family Support — Parental leave is widely recognized as a flagship offering, equalized across parents and inclusive of adoption and surrogacy, with benefits and bonuses maintained during leave. This family-friendly approach is highlighted as industry-leading and a standout element of the package.
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Retirement Support — Pension schemes are described as generous, with notable employer contributions enhancing long‑term financial security. In key markets such as the UK and U.S., offerings like pensions and 401(k) plans are presented as core components of total rewards.
Diageo Insights
What We Do
Diageo's official LinkedIn account. We're a global leader in premium drinks, across spirits and beer, a business built on the principles and foundations laid by the giants of the industry. With over 200 brands sold in 180 countries, our portfolio has remarkable breadth. From centuries-old names to exciting new entrants, and global giants to local legends, we're building the very best brands out there, and with over 30,000 talented people based in over 135 countries, we're a truly global company. With such diversity, we're able to truly represent our broad consumer base and think differently about the future. To maintain our position as leaders in the alcoholic beverage market, we always invest in the future and are mindful of the impact we have. Because just like the legends of our past, we're here to raise the bar – for people as well as the planet
