This role is part of theOrder Management and Data Management teamwithin Customer Operations. The position supports day-to-day order management processes, system workflows, and continuous improvement initiatives while collaborating with cross-functional teams.
Key Responsibilities
- Support the Manager with updates to internal procedures, processes, and service improvements.
- Assist in crafting simple and effective process flows in collaboration with TCS, Billing Support, and CSS teams.
- Own and support critical workflows such asSAP support, adhoc bulk order processing, and other key operational activities.
- Engage with internal stakeholders to identify challenges, propose solutions, and drive process efficiencies.
- Participate inUAT (User Acceptance Testing)andBVT (Business Validation Testing)for major changes or improvement initiatives.
- Act as a process specialist and provide guidance to team members when required.
- Share regular feedback with the Manager on common customer issues and potential resolutions.
- Partner with Learning & Development teams to support training needs and conduct process refreshers for BAU teams.
- Work on Order-to-Cash simplification and streamlining projects usingBPI methodologyin collaboration with Master Black Belts.
- Coordinate with technical and operational teams to resolve system issues affecting order management workflows.
- Support projects aimed at reducing recurring system and knowledge gaps across Order Management processes.
Skills & Qualifications
- 13 years of experiencein Order Management or related operations.
- Strong working knowledge ofOrder Management systemssuch asSAP, Trust, Siebel, etc.
- ExcellentEnglish communication skills(written and verbal).
- Ability to analyze problems, identify process gaps, and suggest improvements.
- Good stakeholder management and coordination skills.
- Ability to work in a fast-paced and process-driven environment.
