Customer Services Analyst

Diageo
Shanghai
Workplace: OnsiteContractFunction: Customer Support (Service Desk)Experience: 3-6 yearsSkills: ["Communication","Customer service mindset","Customer relationship building"]

Manage OTC order lifecycle to ensure accurate, timely order processing and a high-quality customer experience. Serve as a primary contact for customer enquiries on orders, deliveries, products, invoices, and returns, handling order blocks and exceptions. Coordinate with supply chain, logistics, warehousing, commercial, credit, and finance teams to resolve delays, backorders, and shipment changes, while maintaining compliance with OTC policies, documentation, and service-level agreements.

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FursaFursa
Diageo
Diageo
2 days ago

Customer Services Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Manage OTC order lifecycle to ensure accurate, timely order processing and a high-quality customer experience. Serve as a primary contact for customer enquiries on orders, deliveries, products, invoices, and returns, handling order blocks and exceptions. Coordinate with supply chain, logistics, warehousing, commercial, credit, and finance teams to resolve delays, backorders, and shipment changes, while maintaining compliance with OTC policies, documentation, and service-level agreements.
Location: Shanghai
Workplace: Onsite
Employment Type: Contract
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive, validate, and process customer orders accurately and within agreed service levels.
  • •Act as the primary point of contact for customer enquiries related to orders, deliveries, products, invoices, and returns.
  • •Resolve order blocks (credit, pricing, master data, supply constraints) and proactively manage order exceptions.
  • •Coordinate with supply chain, logistics, warehousing, commercial, and finance teams to resolve backorders, stock shortages, delivery issues, and shipment changes.
  • •Ensure compliance with OTC policies and internal controls, maintain documentation, and participate in process improvement activities.

Key Requirements

  • •3 to 6 years' experience in Order to Cash (order management) and customer service (mandatory).
  • •Accurately receive, validate, and process customer orders within agreed service levels.
  • •Strong communication skills with a customer service mindset.
  • •Ability to resolve order blocks and manage order changes, cancellations, returns, and amendments.
  • •Ability to investigate and resolve order processing issues in coordination with multiple teams.
Experience:3-6 yearsOrder to CashOrder managementCustomer service
Skills:CommunicationCustomer service mindsetCustomer relationship building
Languages:English

Company Brief

Diageo
Global beverage alcohol company producing and distributing spirits, beer, and ready-to-drink beverages. Owns major brands like Johnnie Walker, Smirnoff, Guinness, and Baileys, operating across multiple markets with a broad retail and hospitality presence.
Industry: Food & Beverage
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1997
WebsiteLinkedIn