Senior Analyst – Order Management & Customer Service

Overview

Senior Analyst responsible for managing end-to-end customer order fulfilment and customer service within Diageo's Order to Cash process, supporting Order Management and Customer Service in a matrix environment.

What you'll do

• Manage customer orders received through EDI, manual and other approved channels, validating order accuracy, customer master data, SKU, quantity and delivery dates.
• Monitor EDI/IDoc failures and resolve order interface exceptions promptly.
• Perform order validation, ATP/stock availability checks and delivery block management.
• Ensure orders are released within agreed timelines and customer cut-offs.
• Manage order amendments, cancellations, substitutions and other order exceptions in accordance with agreed controls.
• Act as a key point of contact for customer service requirements and order-related queries, owning them through to resolution within agreed SLAs.
• Provide accurate and timely updates on order status, shortages, delivery risks, substitutions and expected availability.
• Proactively monitor orders at risk of failing customer delivery expectations and collaborate with Supply Planning, Customer Collaboration, Logistics, Warehouse/3PL and Sales teams to resolve fulfilment risks.
• Support pull-forward, substitution, partial fulfilment and other agreed recovery actions.
• Support OTIF performance through root-cause analysis of OTIF failures, refusals, returns and other service issues.
• Proactively manage OOS, shortages, EDI failures, blocked orders and delivery failures, assessing impact, prioritising and escalating material risks.
• Complete root-cause analysis for recurring or significant failures and ensure corrective and preventive actions are tracked and closed.
• Identify opportunities to Use, Stop, Simplify or Automate manual activities and support initiatives that increase touchless order processing.
• Ensure all activities comply with Diageo policies, internal controls and agreed process documentation, maintaining audit trail and following approval requirements.
• Support cross-skilling, knowledge sharing and coaching of new team members, and act as process SME for assigned customers or process areas where required.

Details

• Location: Bangalore Karle Town SEZ.
• Worker type: Regular.