Order Management - Customer Operations Analyst

Tower: Customer Operations

Sub-Tower: CO Chemical Operations

Role: Customer Success Specialist – Analyst

Role Purpose

The Customer Success Specialist (Analyst) is responsible for executing day-to-day

customer operations activities accurately and on time within a BPO managed services

environment supporting a petrochemical business.

This role exists to ensure standard, repeatable customer operations tasks are delivered

consistently in accordance with approved processes, system rules, and service level

agreements. The Analyst operates within clearly defined guidelines, escalates issues

when required, and contributes to overall service stability through disciplined execution.

This is an execution-focused role designed for individuals who perform well in

structured, fast-paced operational environments.

What Success Looks Like in This Role

A strong Analyst:

 Processes customer orders accurately with minimal rework

 Follows SOPs and system rules consistently

 Manages workload effectively during peak volumes

 Escalates issues early and clearly

 Maintains high data accuracy and documentation quality in SAP

Key Responsibilities

1. Order Fulfilment & Transaction Processing

 Process customer orders accurately and on time in accordance with approved

SOPs and SLAs.

 Handle standard order activities including order creation, amendments,

cancellations, rush orders, and dispute support.

 Assist Supply teams with inventory-related coordination as required.

 Ensure all order transactions are correctly recorded in SAP (mandatory).

2. Issue Handling & Customer Queries

 Manage standard customer queries related to orders, deliveries, billing, and

documentation.

 Support order issue resolution by following defined processes and escalating

when required.

 Provide timely follow-up to customers and internal teams to support resolution.

 Operate strictly within defined authority levels and escalation guidelines.

3. Billing, Invoicing & Payment Follow-up

 Support billing and invoicing activities, including invoice issuance and sending

invoices to customers.

 Assist with Letter of Credit–related checks as instructed.

 Follow up with customers on invoice-related queries and payment status in

coordination with Finance teams.

 Ensure billing information is accurate and aligned with order and delivery data.

4. Customer Records & Master Data Maintenance

 Maintain accurate customer records, including customer master data and manual

pricing updates.

 Ensure all data changes are properly validated and recorded in SAP.

 Flag data inconsistencies or system issues to Senior Analysts or Team Leads.

5. Customer Feedback & Service Monitoring

 Send customer surveys related to feedback, complaints, and satisfaction.

 Record customer feedback accurately and route it for follow-up as required.

 Support service quality monitoring activities through accurate data capture.

6. Compliance & Month-End Support

 Perform assigned tasks supporting month-end closing activities, ensuring

timely and accurate completion.

 Liaise with Indirect Tax, Legal, and Trade Compliance teams on trade-related

matters as instructed.

 Adhere strictly to operational controls, compliance requirements, and

documentation standards.

Education Requirement

 Bachelor’s degree in Business, Supply Chain, Operations, or a related discipline

(preferred).

Skills & Experience Required

This role is intended for early to mid-level operational professionals.

The ideal candidate will have:

 1–3 years of experience in Customer Operations, Sales Order Management,

Billing, or Supply Chain Operations.

 Exposure to order fulfilment, billing, invoicing, or customer service

operations.

 Ability to operate independently within clearly defined guidelines and

instructions.

 Strong attention to detail, discipline in execution, and accuracy in transactional

work.

 Ability to manage workload effectively in a fast-paced environment.

 Good time management and task prioritization skills.

 Willingness to learn and adapt to new tools, processes, and systems.

 Hands-on SAP experience is an advantage (SAP FI / SAP P94 exposure

preferred).

 Experience with multiple ERP or operational tools is an advantage.

 Clear and professional communication skills in English (mandatory).