Job Description
Role Title: Analyst, European Order Management / Back-Office Customer Service
Proposed Band: B14-B17
Location: GCC India
Reports to: Team Lead, European Order Management / Back-Office Customer Service
Role Purpose
The Analyst is responsible for executing day-to-day activities within European Order Management / Back-Office Customer Service from GCC India, ensuring accurate, timely, and customer-focused execution across the assigned scope. The role is expected to protect the customer experience by taking ownership of order flow, proactively identifying service risks, resolving issues with urgency, and keeping stakeholders informed with clarity and professionalism.
The role supports the delivery of core back-office customer service processes and plays an important part in maintaining service continuity, quality, responsiveness, and customer confidence. Depending on experience and capability, the role may operate with different levels of autonomy, complexity handling, and ownership across the assigned scope. The Analyst is expected to balance the needs of external customers with the requirements of internal stakeholders and business partners, always applying a customer-first mindset while following defined processes, controls, and service expectations.
Core Accountability
- Execute day-to-day order management / back-office customer service activities for the assigned country or customer scope with a clear focus on delivering a reliable and responsive customer experience
- Process and manage customer orders and related transactions accurately, on time, and in line with defined service expectations, controls, and ways of working
- Support order confirmation, order updates, delivery coordination, issue resolution, and related transaction processing across the order lifecycle to minimise customer disruption
- Monitor assigned order or customer portfolios daily, proactively identifying issues, delays, inconsistencies, or service risks that may impact customer experience and taking appropriate action
- Resolve operational issues within own scope, including exceptions related to orders, deliveries, damaged goods, delayed shipments, blocks, or documentation gaps, with urgency and ownership
- Escalate issues, risks, delays, and unresolved exceptions in a timely and structured way through defined governance, ensuring customer impact and urgency are clearly communicated
- Prepare, maintain, and validate relevant documentation required for transaction processing, delivery support, customer communication, and record completeness
- Communicate with customers, internal stakeholders, logistics partners, warehouses, and other relevant parties in a clear, professional, and solution-oriented manner to support smooth service delivery and issue resolution
- Build effective working relationships with Customer Service, Supply Chain, Trade to Cash, DMO, and other relevant stakeholders to support service reliability, customer trust, and positive customer outcomes
- Maintain strong process discipline, compliance, and control awareness while ensuring processes are executed in a way that supports customer service commitments
- Use reporting and service data to manage priorities, track workload, anticipate customer-impacting risks, and highlight issues to the Team Lead
- Identify opportunities to improve process consistency, service quality, responsiveness, and customer satisfaction, and raise ideas through the appropriate channels
- Support transitions, process updates, new tools, and continuous improvement initiatives where they improve service stability, customer visibility, or speed of resolution
Scope / Complexity Markers
- Operates within a critical order management / back-office customer service environment supporting European markets from GCC India, where service reliability directly influences the customer experience
- Delivers transactional and service execution across an assigned customer, market, or country-aligned scope with accountability for accuracy, responsiveness, and follow-through
- Works in a multi-stakeholder environment requiring coordination across internal functions, service partners, and operational teams to resolve issues and protect customer commitments
- Handles a mix of routine processing, issue resolution, exception management, and stakeholder communication, often requiring judgement on customer impact and urgency
- Requires judgement in prioritisation, issue escalation, and balancing service quality with pace, accuracy, and customer need
- At more experienced levels, may handle more complex portfolios, higher-risk exceptions, broader stakeholder interaction, and greater independence in resolving customer-impacting issues
Role Expectations
- Deliver high-quality, timely, and customer-focused execution across assigned order management and back-office customer service activities
- Demonstrate a strong service mindset, recognising external customers as the ultimate priority while effectively managing internal stakeholder needs
- Apply process discipline and follow defined controls, standards, and ways of working consistently, while keeping customer commitments and service outcomes in focus
- Escalate issues with clarity, ownership, and customer impact context, while contributing to timely resolution
- Work collaboratively with team members and stakeholders to support service continuity, customer satisfaction, and confidence in issue handling
- Stay adaptable through process changes, transitions, and continuous improvement efforts, maintaining a positive and solution-focused approach to customer service
- At more experienced levels, contribute as a go-to support within the team for process knowledge, issue handling, customer-impacting escalations, and onboarding support where needed
Experience / Capability Requirements
- Experience in order management, customer service, shared services, supply chain operations, or a related business services environment with direct exposure to customer-impacting processes
- Proven ability to work in a transactional or operational environment with strong attention to accuracy, timeliness, and service quality
- Strong customer service orientation, with the ability to understand customer needs, communicate clearly, and balance external customer experience with internal stakeholder expectations
- Ability to manage day-to-day operational issues, exceptions, and competing priorities in a structured manner, considering urgency, business impact, and customer consequences
- Strong communication skills and ability to work effectively across functions, geographies, and stakeholder groups to drive resolution and maintain customer confidence
- Process discipline and control awareness in executing operational activities without losing sight of service outcomes
- Analytical and problem-solving capability, with comfort using data and reporting to support execution priorities, identify service risks, and improve customer responsiveness
- Experience working with ERP-enabled transactional processes and service-related reporting
- For broader banding within the role, progression is expected through increasing complexity, independence, judgement, ownership of customer-impacting issues, and contribution to team capability rather than through formal people leadership
B14-B17 Banding Rationale
- Individual contributor role with accountability for accurate, timely, and customer-focused service execution across a defined scope
- Applicable across a range of analyst profiles, with scope increasing based on experience, process knowledge, autonomy, customer-impact awareness, and complexity handled
- More junior profiles are expected to operate with closer guidance on standard transactional activities, while more experienced profiles may independently manage more complex portfolios, exceptions, customer-impacting risks, and stakeholder interactions
- The role does not carry formal people leadership accountability, but more experienced analysts may informally support onboarding, knowledge sharing, execution consistency, and stronger customer-focused ways of working within the team
Scope is broader than pure transaction processing through ownership of issue follow-up, service discipline, proactive customer-impact management, and cust
Location(s)
Ahmedabad - Venus Stratum GCC
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.
