Customer Order Management Representative - Level IV

Job Description

The Customer Order Management Representative Level IV acts as an extension of management, ensuring a seamless and proactive customer experience. This role is responsible for managing complex customer accounts, improving order-to-cash processes, and mentoring team members. The representative also supports strategic initiatives, customer visits, and training, while maintaining compliance with export and quality standards. Key Responsibilities Manage assigned customer accounts throughout the full order life cycle, including setup, order entry/modification, escalations, and logistics coordination. Serve as the primary point of contact for customers, distribution centers, manufacturing plants, and internal departments. Resolve complex customer inquiries through in-depth research and cross-functional collaboration. Ensure compliance with export policies and prepare all required shipping documentation. Submit and track quality claims (Material/Process Non-Conformance) via the Quality Management System. Support and host customer visits at local facilities. Develop, prepare, and distribute both standard and customized reports for internal and external stakeholders. Coach and mentor team members on order management policies, systems, and best practices. Lead departmental initiatives aimed at enhancing customer support and operational efficiency. Maintain accurate records of all customer interactions and transactions in the system. Experience Minimum 3 years of experience in customer order management, account management, or supply chain operations. Proven experience in handling complex customer accounts and mentoring team members. Strong background in customer service, logistics coordination, or export documentation is a plus. 5 PM to 2 AM IST Shift Qualifications Degree in a related field preferred. This position may require licensing for compliance with export controls or sanctions regulations. Core Competencies Communicates Effectively - Delivers clear, audience-specific communication. Customer Focus - Builds strong relationships and delivers tailored solutions. Drives Results - Consistently meets goals, even under pressure. Collaborates - Works effectively across teams and departments. Self-Development - Pursues continuous learning and growth. Values Differences - Embraces diverse perspectives and cultures. Functional Competencies Customer Support - Understands the full order life cycle and its impact on customer satisfaction. Order Processing - Manages order entry, modifications, and exception handling. Order Life Cycle Systems Knowledge - Navigates and utilizes order management systems efficiently. Time Management - Prioritizes tasks to meet deadlines and business objectives. Attention to Detail - Ensures accuracy in data entry and documentation. Computer Literacy - Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ERP/CRM systems.