Order Management Specialist

Job Overview

Roles & responsibility:

Customer Service Representatives (CSRs) are crucial as they serve as the primary point of contact for both customers and the company. They will lead the order-to-cash process, ensuring seamless communication and efficient handling of customer inquiries, orders, and issues. Their responsibilities include managing customer interactions, processing orders, addressing concerns, and coordinating with internal teams to ensure timely and accurate delivery of products and services. This role is vital in maintaining customer satisfaction and fostering strong, long-term relationships.

SHIFT TIMINGS:

Shift timings - 9 PM to 6 AM (IST)

KEY RESPONSIBILITIES:

.Delivery extraordinary customer experience by providing our customer with world class customer service
.Respond promptly to customer inquiries via phone, email.
.Provide detailed information about products, services, and order status.
.Resolve customer complaints and issues efficiently and professionally.
.Process customer orders accurately and efficiently.
.Track order progress and ensure timely delivery.
.Coordinate with planner, logistics, sales, product management and quality teams to fulfill customer
.Serve as the primary point of contact between customers and the manufacturing team.
.Communicate any changes in order status, delays, or issues to customers promptly.
.Prepare and deliver order confirmations, shipping notifications, and other relevant information.
.Maintain accurate and up-to-date customer records and order documentation.
.Generate regular reports on order status, customer interactions, and other relevant metrics.
.Identify trends and provide insights to improve customer service processes.
.Identify and troubleshoot issues related to orders, deliveries, and product quality.
.Gather customer feedback and suggest improvements to products and services.
.Participate in team meetings and training sessions to stay updated on products and processes.
.Assist in the development and implementation of customer agreement and procedures.

EDUCATION/KNOWLEDGE:

.Any Bachelor's/ Business degrees or equivalent experience
.MS Office proficiency
.SAP knowledge
.Supply chain knowledge
.SFDC experience (added advantage)

Desired Candidate Profile:

CRITICAL EXPERIENCE:

.Minimum 2+years experience in Customer Service, Sales Operations, Supply Chain & Logistics

COMPETENCIES:

.Time Management
.Demonstrate a proactive positive attitude.
.Business Acumen
.Flexibility
.Relationship building
.Resilience
.Strong communication (English)
.Critical Thinking
.Continuous Improvement mindset

MOTIVATIONAL/CULTURAL FIT:

.Innovation demeanor Problem solving
.Result driven
.Clear and concise communication
.Self-motivated
.Critical thinker
.Emotional Intelligence
.Initiative
.Dependability

Competencies