Order Management - Customer Support

Role & responsibilities

• Service Delivery Excellence: Execute sales operations & customer service activities including order entry, order amendments, customer inquiry management, internal collaboration for order fulfilment, etc. with high accuracy and timeliness, ensuring alignment with company policies and customer agreements.
• Stakeholder collaboration: Collaborate closely with the regional customer service teams to clarify requirements, address order-related issues, and effectively manage escalations to ensure smooth operations.
• Process improvement and transformation: Proactively identify gaps in existing processes and recommend improvements to enhance efficiency and accuracy. Support continuous improvement initiatives to optimize operations and drive measurable performance improvements.
• AI & Automation enablement: Assist in identifying opportunities for automation within sales operations and related processes to improve operational efficiency and reduce manual errors. Support in testing, implementation, and monitoring of automation initiatives in collaboration with global teams.
• Data analytics and insights: Support analysis and reporting of customer service and sales operations related dataset. Prepare clear, detailed summaries and reports for regional & global teams, highlighting trends, variances, and other analysis to deliver actionable insights that drive informed decision-making.
• Change Management: Support the adoption of new systems, tools, and processes within the India customer service team. Contribute feedback and assist in reinforcing adherence to new operational standards, while maintaining and updating process documentation to reflect current practices and enhancements.
• Governance & Compliance: Ensure adherence to internal policies, data governance standards, and regulatory requirements in all order management activities.

Required Qualifications

• Minimum 3+ years of experience in customer service or sales operations, preferably within the technology or semiconductor industry.
• Bachelors degree in business administration, supply chain, finance, operations, or a related discipline.
• Proven ability to implement AI-driven process improvements.
• Excellent written and verbal communication skills.
• Strong analytical, problem-solving, and conceptual skills.
• Ability to thrive in a fast-paced, high-growth, and constantly evolving environment.

Preferred Skills

• Prior experience in customer service with B2B organization.
• Hands-on experience with Oracle ERP and Salesforce
• Knowledge of artificial intelligence, machine learning, and digital automation tools relevant to sales environments (e.g. Salesforce, HubSpot, RPA platforms, analytics suites).
• Strong data analysis skills, advanced Excel proficiency, and experience with analytics or AI-driven tools.

Personal Attributes

• Strong collaboration and team-oriented mindset.
• Detail oriented and precise in approach.
• Ability to solve problems and make decisions effectively.
• Ability to adapt and committed to continuous improvement.
• Excellence in innovative thinking with interest in AI and automation.
• Strong communication skills in technology-driven environments.

Key Performance Indicators (KPIs)

• Achievement of operational efficiency targets – accuracy & timeliness
• High quality service delivery
• Successful implementation and adoption of AI and automation solutions.
• Adherence to compliance, governance, and data accuracy standards.