Customer Order Management Specialist

DESCRIPTION

Key Responsibilities:

• Order Management : Perform order management tasks for a specific set of customers/accounts, handling the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
• Customer Support : Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
• Single Point of Contact : Act as the single point of contact for customer inquiries and escalations; manage escalations to closure.
• Customer Communication : Demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
• Internal Coordination : Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets.
• Cross-functional Communication : Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
• Departmental Goals : Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization; develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes.
• Proactive Communication : Identify ideas and develop proactive communications for the assigned customer base regarding processes, policy, and/or best practices.
• Customer Visits : Support customer visits and participate in continuous improvement projects.

1. Managing O2C for Component Business for PSBU Sites.
2. Leading Demand Control Process for Part Business.
3. Managing Global counterparts for Allocation & Capacity.

• Must : BE/BTech
• Good to Have : MBA/Mtech
• This position may require licensing for compliance with export controls or sanctions regulations.

• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus : Building strong customer relationships and delivering customer-centric solutions.
• Drives Results : Consistently achieving results, even under tough circumstances.
• Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Self-development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Customer Support : Demonstrating proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction.
• Order Life Cycle : Understanding the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.
• Order Life Cycle Systems Knowledge : Demonstrating the steps within each system screen to process customer orders, order modifications, and respond to customer queries to ensure accurate and timely order processing and query resolution.
• Order Processing : Managing the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.
• Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

• Oracle/ERP Knowledge
• Data Analytics
• Advanced Excel, Power BI (preferred), etc.
• Stakeholder Management
• Strong Communication

• 3 plus years in customer order management, customer-facing roles, supply chain/logistics, or international trade experience preferred.