Order Management Analyst

Responsibilities

• Handling customer/sales requests and providing information to customers via e-mails/phone • Provide prompt, efficient, and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections. • Handling customer inquiries related to returns, processing return requests, ensuring adherence to return policies, resolving customer issues, and working towards customer satisfaction. • Coordinating the processing of credits and product replacement with the Internal team and Vendors. • Liaising and pursuing with End Clients, Internal team, Carriers, and Vendors to address concerns and questions about Order fulfilment, Shipment tracking and Refunds. • Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery) • Updating ERP regarding customer details, order details, supplies, pricing etc. • Follow-up on pending items with Logistics / Supply chain team for order delivery status • Track end to end status of order and share real time updates with the customer

· Own SLA/KPI and ensure daily TAT and Accuracy targets are met

· Coordinating with shipping facilities to get the product shipped to customer.

· Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)

· Order track and trace when shipped out of the shipping facility, and share real time updates with the customer

· Communicating with the warehouse and forwarders and efficiently manage the delivery process to ensure return of goods to the final recipient.

· Assist to hire, groom and help new members to onboard

· Provide input for promotions and staff reviews

· Facilitate regular 1 on 1 meetings and direct goal development and progress

· Perform weekly trending-based coaching to manage team members’ performance

· Handle a small Team of FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team

· Contact person for client and internal stakeholders for any customer relations related issues.

· Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners

· Support and coordinate the team on daily processing/operations, workload allocation

· Manage the flow of day-to-day operation, Respond to customer queries and concerns

Qualifications we seek in you!

Minimum Qualifications / Skills

· Bachelor's degree

· 5+ years of professional experience in Order Management/Quoting and Contracting or Customer Relations.

· Industry Experience - Services or hi-tech industry

· Process/Domain Experience:

o Order Management (Entry/Amendment)

o Quote to cash process and sales administration

o Coordination with Logistics / Supply chain teams

o Dispute Management

o Pre-Sales & Post-Sales Support

· Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Preferred Qualifications/ Skills

· Ability to learn quickly

· Diploma / Post Graduation in International supply chain management / Sourcing Management

· Excellent Communication skill and the ability to engage customers in significant discussions

· Oracle, ServiceNow, SAP, knowledge and experience would be an added advantage

· Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

· Proficiency in coaching skills and with high level of confidentiality and professionalism