Skill required: Order Management - Order Management

Designation: Sales Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do

Customer Centricity empathetic, solution-oriented approach to every seller and customer interaction
Process Discipline ability to follow structured workflows, adhere to SLAs, and maintain accurate records
Analytical Thinking diagnose issues across orders, pricing, and deductions with attention to detail
Proactive Communication flag risks early, provide timely updates, and collaborate with onshore sellers
The objective is to take on the administrative workload 75percent of current seller effort across order management, product data, pricing, deductions, and general customer queries freeing sellers to focus on selling, account management, and relationship building. The role operates within a structured, ticket-driven
Adaptability work across multiple work types and accounts while absorbing account-specific nuances
4-5 years of experience in customer service, order management, inside sales support, or a B2B operations role
Strong working knowledge of order-to-cash processes, pricing workflows, and ERPCRM systems e.g SAP Salesforce
Excellent verbal and written communication skills with a customer-first orientation
Ability to multi-task across work types and manage ticket queues under defined SLAs
Proficiency in MS Off What are we looking for
Primary skill - Order Management - P3 Roles and Responsibilities:
Order & Shipment Management
Process order entries, modifications, and cancellations in customer systems based on seller or customer requests
Provide order status updates, shipment tracking, and delivery confirmation to sellers and customers
Monitor product availability, ATP (Available-to-Promise), and manage backorder communication
Product & Pricing Support
Maintain and update item data, product specifications, and new item set-up in relevant systems
Manage price lists, promotional pricing updates, and ensure pricing accuracy across accounts
Address quote requests and resolve invoice queries by coordinating with internal teams
Deductions & Credits
Support claims justification by gathering documentation and validating deduction details
Resolve EDI and pricing discrepancies through root-cause analysis and system corrections
Process credits, adjustments, and manage customer communication on deduction outcomes
General Customer Queries & Escalations
Handle customer onboarding requests, system access issues, and general account inquiries
Manage escalations and follow-ups to ensure timely resolution within SLA targets
Log, track, and update all interactions through the ticketing system ensuring full audit trail and closure
Intake & Workflow Management
Receive and triage inbound requests via toll-free line, dedicated mailboxes, and the seller self-service portal
Classify tickets by work type, urgency, and seller; route to the best-fit specialist for resolution
Monitor ticket ageing, flag SLA risks, and escalate proactively to supervisors as needed