Senior Analyst OTC

Job Description

Job Title: Senior Analyst Customer Service Officer
Location: Bangalore
Reporting to: Manager Customer Service Management -Associate Manager

1.Purpose of the role
This role will work in the Front Office team to manage the internal & external customer queries & issues
related to orders & delivery.
Customer Service Officer focuses on delivering the best-in-class customer experience and being the
primary point of contact for the customers in case of any inquiries and assistance required.
The role also involves: Managing Inbound and Outbound Communication including complaints and
requests
Managing the order-to-delivery process (including sales order capture POCM orders order
modification order fulfillment - ensuring that the orders are proceeded up to shipment
successfully and managing return of orders)
Ensure that in case of issues customers are being proactively informed and cared for.
Creation of reports e.g. reports to identify open tickets Stock shorts report to identify the reason
behind failure of customer notifications.
Perform routine training control and customer service level validation activities.
Be a team player and build positive repo with the team members customers & stakeholders

2. Key tasks & accountabilities
Order management activities-convey information regarding orders received from customers to the
back-office order-taking team.
Keep track on the order-taking process through the organization upto the shipment delivery
ensuring the quality of services provided to the customer.
Communicate effectively & proactively with customer about resolution of issues in case of
order/shipment discrepancies.

Also manage POCM orders modification of orders and return of orders & be back-up for his/her
colleagues customers in their absence.
Internal/External customer service management activities follow-ups and ensure necessary
feedback is provided on incoming customer queries/requests/complaints related to all functions.
Acting as the1st point of contact for New Business enquiries facilitating between customers and
local sales teams.
Liaise across the business with Sales Inventory and Logistics to develop and maintain excellent
partnerships both internally and externally.
Maintaining strong customer relationship to ensure that resolutions can be found to benefit both AB-
InBev& its customers.
Maintenance of role training documentation (L5).
Execute internal training plan incl. training on operating applications.
Perform daily controls as required per process KPI and SLA measurement and tracking.
Participate in routine stand-up cascade-down and one-to-one meetings.
Follow 5S methodology in day-to-day operations.
Reviewing and recommending any enhancements for improving the current workflow for
increasing operational efficiency.
Perform other duties as requested by the Team Manager.
Also responsible for customer service level validation activities.

3. Qualifications Experience Skills
Level of educational attainment required.
Bachelors or Masters degree

Previous work experience
3-5 years of experience in International Customer Service Management or relevant domain
Technical skills required.
MS Office: Must have strong Excel Word and PowerPoint skills.
Familiar with MS office Outlook.
Experience with SAP is an add on.