Customer Order Management Specialist

DESCRIPTION

Key Responsibilities:

• Manage the complete order life cycle for assigned customers/accounts including:
• Order entry and modification
• Invoicing, credits/debits
• Generating and managing logistics documentation
• Serve as a consultative partner to customers, offering guidance on availability, lead times, minor technical queries, and company policy.
• Act as a single point of contact for customer inquiries, resolving order-related issues and managing escalations through to closure.
• Demonstrate customer support excellence —empathy, compassion, and professionalism in every customer interaction.
• Collaborate closely with internal teams (production, planning, materials) to ensure prompt and accurate order throughput and support financial target achievement.
• Liaise with sales, warehouse, and logistics teams to monitor order status and resolve issues.
• Support the department's transformation to a proactive, customer-centric model by:
• Documenting and improving administrative practices related to communication and order processing
• Identifying process improvements and sharing best practices with customers
• Participate in continuous improvement initiatives and support customer visits as needed.

• Education: Bachelor's degree or equivalent from an accredited college or university is required.
• Licensing: May require export controls or sanctions compliance certifications, depending on account assignments.

• Collaborates: Builds partnerships and works collaboratively to achieve common goals.
• Communicates Effectively: Delivers clear, audience-appropriate messages across channels.
• Customer Focus: Delivers solutions with the customer at the center of every decision.
• Drives Results: Delivers timely, consistent results under pressure or uncertainty.
• Manages Complexity: Solves complex, multifaceted problems with confidence and clarity.
• Self-Development: Actively pursues learning opportunities and growth.

• Customer Support: Understands how proactive service across the order lifecycle impacts satisfaction.
• Order Life Cycle Knowledge: Applies knowledge of each stage and cross-functional collaboration to ensure successful fulfillment.
• Order Processing: Follows structured steps to manage order receipt, identify exceptions, and resolve issues.
• Order Life Cycle Systems Knowledge: Demonstrates ability to use digital tools and systems to process and manage customer orders accurately.
• Values Differences: Embraces diverse perspectives and fosters an inclusive working environment.

• Strong understanding of order management processes and lifecycle best practices.
• Proficiency in Microsoft Office Suite , especially Excel.
• Effective communication and interpersonal skills, particularly in high-pressure or customer-facing situations.
• Detail-oriented with strong problem-solving and multitasking abilities.
• Ability to work cross-functionally with planning, logistics, and commercial teams.
• Experience with order management systems or ERPs is a plus.

• 0-2 years in customer order management, customer service, supply chain/logistics, or international trade preferred.

• Willingness to work night shift hours (5 PM - 2 AM IST).