Senior Associate (Order Management)

Job Profile: Sr. Associate (Order Management)

Shift hours: US Shift (05:30 PM - 02:30 AM)

Experience: 4+ years

Location: Pune

Industry: Open

Job Description:

Order Management & Processing:

Manage the timely, accurate entry, processing, and invoicing of high-volume,

complex international surgical orders.

Perform advanced order corrections, pricing validation, and detailed data entry

(including surgeon and lot information), ensuring compliance with internal controls

and audit standards.

Utilize enterprise platforms such as SAP, Salesforce, and EDI to monitor order flow,

proactively manage exceptions, and ensure seamless order clearance and

invoicing.

Serve as a primary point of contact for order escalations, validating orders against

purchase orders and customer-specific requirements.

Dispute Management & Issue Resolution

Lead the resolution of complex order-related issues and disputes in collaboration

with Sales, Logistics, Order Management, and regional Customer Service teams.

Deliver timely, professional responses to customer inquiries and internal

escalations, driving effective root-cause resolution.

Support investigation, documentation, and trend analysis of recurring issues to

reduce order fallouts and improve first-time accuracy.

EDI & Process Improvement Support

Support the implementation, optimization, and daily operations of EDI, Esker, and

other digital order management tools.

Partner with Global Process and Systems teams to identify and drive continuous

improvements in order cycle time, accuracy, and overall user experience.

Provide guidance, feedback, and mentorship to junior team members on best

practices and system usage.

Order Block Management & Performance Reporting

Lead order block management activities, ensuring efficient distribution and

resolution within defined SLAs.

Monitor, analyze, and report on key performance indicators, including order

accuracy, invoice timeliness, and processing efficiency.

Deliver actionable insights and analysis to support strategic improvements in

customer care and service delivery.