Excellent communication skills is a must for this, 100% Client Facing role

POSITION TITLE:

Global - Order Manager Bangalore - Sr Account Coordinator – CS, OM

ABOUT THE ROLE: As the Order Manager, you will play a crucial role within Client Services, responsible for processing client orders efficiently and accurately. You will be responsible for day-to-day order entry processing and operations, ensuring timely turnaround and delivery of client requests. This role will report to the Order Manager, Lead / Team Lead.

PRIMARY RESPONSIBILITIES:

• Responsible for complex orders from entry to completion, ensuring accuracy and timeliness throughout the process. This includes data entry, tracking due dates, assessing asset workability, and working in close collaboration with stakeholders.

• Conduct thorough validation of workflows to ensure processes are efficient, effective and compliant with company and client standards and requirements.

• Serve as a point of contact for Title or Project Leads, providing regular updates on order status and escalating any issues or concerns as needed.

• Own setting up and coordinating projects in our proprietary cloud-based platforms for Fulfillment & Localization services. Setting up projects on ONE / SNL and Sfera and sending out work requests to the production teams.

• Ensuring that files are completed on a timely manner by liaising with Production. Workability of assets and follow up with the Client on missing/erroneous assets eg: scripts, proxies.

• Set up POA for all atypical projects involving other teams. Ensure that production teams and external freelance resources are clearly and accurately informed of all client requirements for each project and comply with the requirements.

• Collaborate with Production teams, freelancers and territory affiliates regarding project status and requirements, obtaining and circulating all necessary information.

• Collaborate with Billing or Pre-Billing teams as necessary to ensure accuracy in the billing of completed work. Verify all services rendered are properly documented and billed according to established structure and client agreements.

• Responsible for data management in core internal systems (Sfera, ONE) or client systems, ensuring all relevant information is accurately recorded and maintained. Regularly audit data to identify discrepancies/errors and take corrective action as needed.

• Order and project execution/ ownership of subtitling, mastering, dubbing, fulfillment, audio, GFX and other workstreams as necessitated by client request.

• Project planning for change management and maintain clear communication on changed project plans to downstream teams.

• Other duties, projects as assigned.

Sr AC:

• Work with the Managers to put in place process improvement initiatives and kaizen activities.

• Should be able to support the Client desk with training, mentorship, testing, overseeing major projects and being the POC in the absence of the Lead.

• Work with the Manager to review CAR/PIR and come up with corrective and preventive actions.

QUALIFICATIONS:

• 5-9 years experience across client services/order management.

• Proven experience in order management & processing of project milestones in localization, content distribution &/or E2E post-production environments.

• Proven experience in managing orders in proprietary and 3rd party systems.

• Experience in managing project milestones based on workability, production capacity, and client due dates.

• Ability to meticulously review orders, documentation, and data throughout end-to-end order management process.

• High level attention to detail for ensuring quality and accuracy in orders.

• Strong collaborative mindset with a focus on teamwork. Experience working with cross functional teams both locally and globally.

• Proven ability to build and maintain strong relationships with internal and external stakeholders.

• In-depth understanding of post-production processes, including marketing campaign execution. • Familiarity with industry standards and best practices.

• Efficient in managing time and tasks effectively, with ability to prioritize competing demands while meeting deadlines.

• Skilled in escalation management and crisis resolution.

• Comfortable and skilled in working with data, with ability to effectively interpret, synthesize and integrate complex data into systems.

• Exceptional verbal and written communication skills.

• Willing to work night shifts or rotational shifts as per business requirement

• Ability to multi-task and take on varied tasks and strong organizational skills. Ability to work under pressure and work towards achieving team goals. High degree of commitment to work. High performance standards

• Pro-active attitude, actively problem solve, or actively employ problem-solving techniques simultaneously ability to remain calm and focused under pressure.

Equal Employment

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, creed, national origin or ancestry, sex, age, or any other discriminations

Senior Client Account Coordinator