Order Management Associate

JD Order Management

Key Activities

Typical agent working demands include 75% Transactional support (Order Booking), 10% email support, 10% customer/stakeholder calls, 5% inquiry management

• Order Booking: Validation of customer orders/documents and entry into the designated order management systems (Oracle R12), ensuring accuracy and completeness adhering to contract terms, pricing, PO, Quotes and product/service configurations as well as order booking rules/guidelines.

• The process that supports Order Booking, requires an agent to thoroughly review customer/sales/Deal desk-submitted documentation, validate all order details against contractual agreements and approved quotes, ensure compliance with internal policies and system requirements, accurately enter the order into Oracle R12, and resolve any discrepancies or system holds before final submission for booking.

• Enterprise and Healthcare Segments: Support tailored to the unique processes (list shared in this document) documentation requirements, and regulatory considerations specific to the Enterprise and Healthcare customer base.

• The process that supports Enterprise and Healthcare Segments, requires an agent to thoroughly review all customer-provided documentation, including purchase orders, quotes, and contracts, to verify alignment with system pricing, product/service configurations, and agreed-upon terms. The agent must ensure all required fields are accurately populated in Oracle R12, resolve discrepancies proactively with relevant stakeholders, and confirm that order details meet internal compliance and business rules before final submission.

• Order Review & Verification: Confirm order accuracy as per the documents provided by the sales and verified by deal desk.

• The process that supports Order Review & Verification requires an agent to meticulously examine all order-related documentationincluding quotes, purchase orders, and approvals to ensure consistency with deal terms validated by the Deal Desk. The agent must cross-check product SKUs, pricing, contract entitlements, and billing/shipping details, flag any discrepancies, and collaborate with sales, finance, or legal teams as needed to ensure the order meets compliance and operational standards before proceeding to booking

• System Updates & Workflow Coordination: Maintain real-time updates within relevant ERP/CRM systems, coordinating with sales, AR, Deal Desk, Revenue Operations, finance, logistics/fulfillment, and customer service teams as needed.

• The process that supports System Updates & Workflow Coordination requires an agent to proactively input and maintain accurate, real-time data across ERP/CRM platforms, such as Oracle and Salesforce, reflecting the latest order status, customer information, and transactional changes. The agent must monitor workflow progress, identify and address bottlenecks, and collaborate closely with cross-functional teamsincluding Sales, Accounts Receivable, Deal Desk, Revenue Operations, Finance, Fulfillment, and Customer Serviceto ensure seamless order lifecycle execution and timely resolution of issues impacting order processing or customer satisfaction.

• Issue Resolution & Escalations: Proactively identify and resolve discrepancies in order data; escalate complex issues per defined protocols.

• The process that supports Issue Resolution & Escalations, requires an agent to resolve issues and actively fix and resolve order data for inconsistencies, such as pricing mismatches, missing documentation, or configuration errors, and take prompt corrective actions. The agent must engage the appropriate stakeholderssuch as Sales, Deal Desk, Legal, IT or Finance to investigate and resolve issues, while adhering to escalation protocols for complex or time sensitive matters. Clear documentation and timely communication are essential to ensure transparency, accountability, and minimal disruption to order processing timelines.

• Compliance & Documentation: Ensure all order processing activities are in compliance with applicable regulations, SOX and internal policies.

• The process that supports Compliance & Documentation, requires an agent to rigorously follow internal controls, SOX requirements, and regulatory guidelines throughout the order processing lifecycle. The agent must maintain complete and accurate documentation for audit readiness, including order records, approvals, contracts, and correspondence. Attention to detail, adherence to standardized procedures, and timely updates within systems are critical to ensure compliance and reduce operational risk

• Reporting & Metrics: Provide regular reporting on order volumes, accuracy rates, turnaround times, and service level performance.

• The process that supports Reporting & Metrics, requires an agent to collect, analyze, and maintain accurate data related to order processing activities, including volume trends, error rates, turnaround times, and SLA adherence. The agent must utilize reporting tools and dashboards such as those in Oracle, Salesforce, or BI platforms to generate timely reports, identify performance gaps, and provide actionable insights to management for continuous process improvement and operational efficiency