International Voice - Order Management

Responsibilities include:

• Handling daily customer calls
• Hands on experience on Oracle ERP
• Responsible for & Understands Order Management Process
• Handle order management tasks including order entry, modifications, cancellations, and follow-ups.
• Process RMA requests accurately and in a timely manner, ensuring compliance with company policies.
• Manage and resolve customer queries related to RMAs, order status, and delivery timelines.
• Collaborate with internal teams (Logistics, Sales, Finance) to ensure smooth order fulfilment and issue resolution.
• Monitor and respond to customer communications via email and customer portals.
• Customer query handling related to TAT or amendments to orders
• Maintain detailed records of customer interactions and transactions.
• Ensure high levels of customer satisfaction through prompt and professional service.
• Disputes / Issue resolution and RCA
• MIS reporting
• Data analysis and creating designated reports and presentations
• Participate in calibrations to ensure consistent scoring & feedback
• Make recommendations and drive improvement
• Help enhance product/process knowledge of new/existing team members
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/Client Interactions
• Leverage process knowledge to proactively identify areas of concern & highlight to the service excellence team
• Real Time Support (Production/Live Support) on the floor according to business requirement

Must have below skills

• Understanding of Order Management
• Extremely good verbal & written communication skills
• Ability to work under pressure
• Presentation, Feedback & Coaching skills
• Hands on experience on Oracle, MS-Excel and Power Point
• Understanding of transactional quality

Required Qualifications:

• Minimum 6 to 7 years of experience in customer service, preferably in RMA and order management.
• Hands-on experience with customer portals and Oracle ERP system.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Customer-centric attitude with a focus on delivering quality service.
• Proficiency in MS Office (Excel, Outlook, Word).

Preferred Qualifications:

• Experience in a global support environment.
• Familiarity with SLA-driven operations and escalation handling.
• Knowledge of supply chain or logistics processes.

Shift

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lakshminarasimhan.sridharan@sutherlandglobal.com

* Total years of Experience:

* Number of years of Experience in International Voice Process:

* How many customer calls do you handle daily?

* Are you willing to work from the Sutherland Chennai office? (Yes/No):

* Are you willing to work in night shifts (Yes/No)?:

* Current CTC (in lacs per annum):

* Expected CTC (in lacs per annum):

* Notice Period (if Negotiable, specify):