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Customer Service AnalystDiageo · Bangalore, India
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Diageo

company page ↗ Visa Sponsoring Company

Customer Service Analyst

✓ This company has sponsored visas before. The posting doesn't say so, but it's still worth applying.

🗓️ Posted 2026-09-01 Bangalore, India Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market ₹40,000–₹65,000/mo

About the Company

Diageo's official LinkedIn account. We're a global leader in premium drinks, across spirits and beer, a business built on the principles and foundations laid by the giants of the industry. With over 200 brands sold in 180 countries, our portfolio has remarkable breadth. From centuries-old names to exciting new entrants, and global giants to local legends, we're building the very best brands out there, and with over 30,000 talented people based in over 135 countries, we're a truly global company. With such diversity, we're able to truly represent our broad consumer base and think differently about the future. To maintain our position as leaders in the alcoholic beverage market, we always invest in the future and are mindful of the impact we have. Because just like the legends of our past, we're here to raise the bar - for people as well as the planet. Beverage Manufacturing Specialties: Premium Drinks, Marketing, Innovation, Supply Chain, HR, Sales, Brand management, Premium Wines and Spirits Supplier, Luxury, Super premium, Beer, Consumer goods, E-commerce, beverages, spirits, FMCG, brand owners

Responsibilities

  • ● Job Description : Job Description - Customer Service Analyst 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.