Order Management Specialist

Job Overview

We are seeking a skilled Order Management Specialist to join our team. As an Order Management Specialist, you will be responsible for handling customer/sales requests and providing information to customers via e-mails/phone. You will also provide prompt, efficient, and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections.

Main Responsibilities:

• Handling customer/sales requests and providing information to customers via e-mails/phone
• Provide prompt, efficient, and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections
• Handling customer inquiries related to returns, processing return requests, ensuring adherence to return policies, resolving customer issues, and working towards customer satisfaction
• Coordinating the processing of credits and product replacement with the Internal team and Vendors
• Liaising and pursuing with End Clients, Internal team, Carriers, and Vendors to address concerns and questions about Order fulfilment, Shipment tracking and Refunds
• Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
• Updating ERP regarding customer details, order details, supplies, pricing etc.
• Follow-up on pending items with Logistics / Supply chain team for order delivery status
• Gathering information from logistics partners and informing customers regarding Coordinating with demand control team to obtain availability dates of short / unavailable items on customer's order
• Track end to end status of order and share real time updates with the customer
• Own SLA/KPI and ensure daily TAT and Accuracy targets are met
• Coordinating with shipping facilities to get the product shipped to customer
• Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
• Order track and trace when shipped out of the shipping facility, and share real time updates with the customer
• Communicating with the warehouse and forwarders and efficiently manage the delivery process to ensure return of goods to the final recipient

Requirements:

• Any graduate
• Industry Experience - Services or hi-tech industry
• Process/Domain Experience: Order Management (Entry/Amendment), Quote to cash process and sales administration, Coordination with Logistics / Supply chain teams, Pre-Sales & Post-Sales Support
• Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics
• Project based billing collation and computation Experience of Managing and administering contracts
• Ability to learn quickly
• Diploma / Post Graduation in International supply chain management / Sourcing Management
• Excellent Written & Verbal Communication - CEFR Level - B1 or B2
• Oracle, ServiceNow, SAP, knowledge and experience would be an added advantage

Why Choose Us?

We offer a dynamic work environment that values respect and integrity, customer focus, and innovation. Our company is committed to creating a culture that promotes professional growth and development. We believe in recognizing and rewarding individual contributions and teamwork. Join us in shaping the future of work

Equal Opportunity Employer:

We are an equal opportunity employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.