Role Summary
Job Description
Responsible for end-to-end order management and customer support, ensuring accurate processing, timely delivery, and effective resolution of customer queries while collaborating across teams and maintaining high service standards.
Main Tasks
Operational Duties:
- Process and manage complex customer orders, inquiries, and complaints end-to-end
- Enter and validate orders in ERP systems (SAP/S4 HANA or equivalent) including pricing, availability, and order details
- Manage complete order lifecycle: order entry → confirmation → fulfillment → delivery tracking
- Handle order exceptions such as changes, cancellations, returns (RGA), and credit notes
- Monitor open orders/backorders and proactively resolve delays
- Act as the primary customer interface via email/calls and provide timely updates on order, shipment, and delivery status
- Resolve customer issues and escalations with a solution-oriented approach while meeting SLA targets
- Collaborate with Sales, Logistics, Finance, and Supply Chain for order fulfillment and issue resolution
- Manage customer portals, EDI orders, and ensure accurate order confirmations
- Maintain compliance with pricing agreements, company policies, and audit requirements
- Identify process gaps and support automation initiatives (RPA/AI-enabled processes)
Key Accountabilities (Order Management)
- Order entry (manual & EDI) and validation
- Order confirmation and delivery note creation
- Backorder and exception management
- Returns (RGA) and credit note processing
- Price validation and dispute resolution
- Customer order tracking and communication
- Customer portal management
- Turnaround Time (TAT) adherence as per defined targets
- Low escalation levels (≤ 2 or as defined)
- Ability to independently manage core processes within stipulated timelines
- Productivity and efficiency improvements
- Flexibility in handling changing business needs and shifts
- Contribution beyond transactional tasks (continuous improvement mindset)
- Strong analytical, problem-solving, and decision-making skills
- High attention to detail and accuracy
- Excellent communication and stakeholder management skills
- Ability to work independently and in a fast-paced environment
- Customer-centric mindset with strong ownership
- Adaptability to dynamic business environments and automation tools
Experience
- Bachelor's degree in Business Administration, Commerce, or related field
- 0–3 years of experience in Order-to-Cash / Order Management / Customer Service
- Working knowledge of SAP (SD/S4 HANA preferred) and MS Office (Excel, PowerPoint, Word)
- Exposure to Shared Services environment (SLA/KPI-driven, ticketing tools) preferred
- Basic understanding of reporting, data analysis, or controlling is an advantage
- Willingness to work in flexible shifts (including night shifts/24x5 model)
- Knowledge of RPA/AI tools is an added advantage
