Key Responsibilities:

Perform order management tasks for specific customers/accounts, handling the entire order life cycle (order entry, modification, invoicing, credits/debits, logistics documentation).
Provide consultative support to customers regarding lead time, availability, minor technical support, and policy.
Act as a single point of contact for customer inquiries and escalations, managing them to closure.
Demonstrate customer support excellence in all communications and interactions.
Liaise with internal production, planning, and materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets.
Communicate with sales, warehouse, and logistics staff to confirm order status and resolve customer queries.
Support departmental goals and initiatives to become a more proactive customer-centric organization.
Develop, document, and enhance standard administrative practices related to customer communication and order throughput processes.
Identify and develop proactive communications for assigned customers regarding processes, policy, and best practices.
Support customer visits and participate in continuous improvement projects.
Lead a team of 5+ Order Management Representatives/Specialists.
Plan, prioritize, and schedule team activities for efficiency.
Review progress and evaluate results for continuous improvement.
Ensure customer support excellence in all interactions.
Utilize departmental tools, systems, and processes effectively.
Monitor team performance and adapt procedures for improvement.
Lead cross-functional problem-resolution initiatives.
Address complex inquiries promptly and accurately.
Liaise with other departments to integrate activities.
Analyze customer inquiries and recommend process improvements.
Develop problem-solving guidelines and materials.
Own departmental metrics, reporting, and analysis.
Coordinate team input for proactive customer communications.
Lead local and participate in global continuous improvement projects.

External Qualifications and Competencies

Qualifications:

Bachelor's degree or equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus: Building strong customer relationships and delivering customer-centric solutions.
Drives results: Consistently achieving results, even under tough circumstances.
Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Customer Support: Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction.
Order Life Cycle: Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.
Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.
Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Additional Responsibilities Unique to this Position

Experience:

8+ years of experience in Supply Chain/Customer Order Management, including people management.
Experience in managing a team of 5+ employees preferred.
Experience in high-impact continuous improvement or Six Sigma projects preferred.
Intermediate level of relevant work experience, preferably in consulting or GCC/shared services industry, working with APAC or EMEA region.

Skills:

Strong team management skills.
Excellent communication and interpersonal skills.
Ownership and self-drive for value addition.
Analytical and problem-solving abilities.
Ability to adapt and thrive in a fast-paced environment.
Ability to work collaboratively with all stakeholders.
Proficiency in Microsoft Office Suite and presentation skills.

Work Conditions:

Ready to work in shifts (APAC shift: 6:30 AM to 3:30 PM IST or EMEA shift: 12:30 PM to 9:30 PM IST).
2 days work from home and 3 days work from office with free transport facility for both shifts.

Role: Operations - Other

Industry Type: Industrial Equipment / Machinery

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate