Order Processing Support 4

**About Us**

**Role Summary**

Develop an in-depth understanding of the entire order processing workflow, including order intake, logistics, invoicing, Pricing/Quoting, System Understanding and customer service.

Stay up to date on any changes or updates to order processing policies, procedures, and systems.

Continuously learn about the various factors that can impact order Processing, such as Processing restrictions, system errors and distributor requirements.

Collaborating cross-functionally with the Supply chain team, Sales Team, Pricing team, Sales operation team, Finance Team and customer service teams to troubleshoot and resolve any problems or roadblocks impacting order processing.

Ensuring orders are processed efficiently and in accordance with established policies and service level agreements.

Identifying process improvements or system enhancements that could help streamline order processing and minimize disruptions.

Serving as one of the central points of contact for any questions, issues or concerns related to order processing from Distributors, the internal sales team, and other relevant internal stakeholders.

Responding promptly and professionally to inquiries about order status, delivery timelines and other order-related information.

Escalating any complex or unresolved issues to the appropriate teams or decision-makers for further investigation and resolution.

Escalating persistent or unresolved issues to TL/Manager when necessary.

Train and educate other team members on any changes to order processing policies and procedures.

**What you will do**:
- Proactively review the status of all open orders, identifying any delays, issues, or exceptions that require attention.
- Respond promptly to notifications or alerts about problematic orders, investigating the root causes.
- Collaborate with the HW Fulfillment team, IT Team, Pricing team, Sales operation Team, Finance team, Distributor and Sales team to quickly resolve order processing roadblocks.
- Escalate complex or unresolved issues to TL or cross-functional TLs as needed.
- Field inquiries, concerns, and complaints from distributors, sales representatives, and other internal stakeholders about order status, delivery timelines, Incorrect invoicing, etc.
- Provide clear, accurate, and timely updates to stakeholders on the progress of their orders.
- Manage stakeholder expectations and address any frustrations or dissatisfaction professionally.
- Facilitate discussions and coordinate efforts between different teams to align on order resolution strategies.
- Continuously monitor the order processing workflow for inefficiencies, bottlenecks, or areas of friction.
- Analyze order data, metrics, and customer feedback to identify opportunities for process improvements.
- Train and support other team members on new or updated order processing best practices.
- Maintain detailed records and documentation on all escalated order issues and their resolutions.
- Contribute insights and recommendations to strategic planning and improvement of the process/system for the order management operations.
- Stay up to date on the latest order processing policies, System changes and Distributor requirement.
- Identify personal training and development opportunities to expand expertise.
- Share knowledge and learnings with the broader order management team.

**What You Will Do**:
- Has 3-5 years' experience in efficiently managing order processing and handling escalations to ensure seamless operations.
- Has strong ability to address queries from disti/ sales for internal productivity and SLA improvement.
- Demonstrate the ability to perform effectively under pressure and consistently meet strict deadlines.
- Lead and implement process improvements to enhance workflow and efficiency.
- Conduct and participate in training sessions and conference calls to support team development and knowledge sharing.
- Exhibit exceptional written and verbal communication skills, ensuring clarity and professionalism in all interactions.
- Maintain a high level of attention to detail and accuracy in all tasks.
- Showcase strong organizational and time management skills to prioritize and manage competing demands.
- Excel at multi-tasking in a fast-paced, dynamic environment.
- Analyze and interpret data to inform decision-making and support business objectives.
- Prior experience in Salesforce
- Collaborate with Cross-Regional/Office Team

LI-Remote

B1

**Ready to Join Us?**

**What's Great About Sophos?**
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and