Job Description :
Job Description – Customer Service Analyst(Location-Korea)
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
- Bachelor’s degree in finance, Accounting, Business Administration, Commerce or a related discipline preferred.
- Relevant experience of 2 to 4 years in customer service, order-to-cash processes.
- Strong analytical, problem-solving and prioritization skills.
- Good written and verbal communication skills in English and excellent local language capabilities.
- Ability to work independently, manage multiple priorities and deliver within agreed timelines.
- Experience working with ERP systems, customer account management tools and Microsoft Office applications is preferred.
- Willingness and flexibility to cover the working hours of the supported market
Worker Type :
Regular
Primary Location:
Seoul Office
Additional Locations :
Job Posting Start Date :
2026-09-05