Executive - Customer Order Service

Position Summary:

As a Customer Order Service (COS) Executive, you will be responsible for processing Equipment, Media and / or consumables orders, received via manual or online platforms, in defined ERP systems. You will need to interface with internal teams like Sales, Sales Ops, Supply Chain, Planners, Credit / Finance etc. to ensure product or service delivery, while ensuring the integrity, accuracy, and consistency of communication of status information to the dealers or customers, while trying to meet or exceed the Perfect Order Fulfillment (POF) goals for the organization.

Position Responsibilities:

• Creation of Manual or Shop Carestream Orders in SAP / C4C. Check all defined parameters for accurate invoicing.
• Handle 1st level Customer/ Stakeholder queries / complaints. Timely escalate to SME / TL for complex issues needing intervention.
• Ensure all Orders have accurate inputs (Customer code, Pricing, Quantity, products, ship-to, bill-to etc.)
• Responsible for maintaining Perfect Order Fulfilment (POF) in every Order and follow process for accurate RDD.
• To monitor invoicing and timely delivery at Customer site.
• Responsible to release Orders from Credit hold in Collaboration with Credit Team (Finance)
• Removal of Order blocks of varied nature, needing close coordination with cross functional teams.
• Creation of Internal / demo orders by closely co-ordinating with Channel partners / Sales Team.
• Interact closely with Sales Ops, Supply Chain, WH teams for availability of Products and inform customers on order status.
• Create Financial Documents in SAP (eg: Deferrals, Adjustments, rebate agreements for Equipment) as per business case in SAP.
• Collect relevant documents from Logistics (POD) & Customer’s acceptance to trigger Invoicing process.
• To work closely with Field teams and / or Sales operations to resolve issues not within BOCs immediate scope (eg: escalate pricing issues, non-receipt of Customer PO or other customer related issues)
• Manage Customer claims on defective products in SAP. Co-ordinate with Customer, Manufacturing, Logistics, Transportation to understand the root cause analysis. Seek appropriate approvals as per approval matrix before raising claims in SAP.
• Maintenance of all relevant documentation for submission as per audit needs.
• Participation in Morning Market, monthly cadence calls (Region specific), Governance Calls with internal & external stakeholders.
• Meticulously & consistently logging in complaints in the designated database to ensure visibility to stakeholders. To support other functions in closure of complaints.
• Raising CIMR request to update customer Master or pricing.
• Generating proforma invoice, preparing Export Documentation for Drop and Direct shipments

Required Skills & Education:

Education - Min bachelor’s Degree

Skills

• Creation and Follow-through of Equipment, Media, Consumables Orders in SAP
• Strong coordination and communication skills
• Must be able to work effectively with teams across different countries / cultures.
• Sense of urgency and ability to prioritize tasks effectively.
• Strong problem-solving and critical thinking skills
• Sense of Sense of urgency and ability to prioritize tasks effectivelyExcellent verbal skills:

Experience
1-3 years in Order Management, Order Fulfillment, or related / similar functions. Schedule
Monday to Friday 8.5 hours with a shift window from 0800 hrs – 2000 hrs. Flexibility to adjust schedule to business needs.

Desired Skills:

Work Environment:

Physical Requirements: