Specialist OM & CS

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

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
• 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.

• Bachelors degree in Business Administration Commerce or related field
• 03 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