Order Management - Customer Support

Overview

We are seeking a highly experienced and strategic Business Operations Analyst, Customer Service to join our team supporting global sales and customer service operations. This role is based in Hyderabad/Bangalore, India. The successful candidate will have 57 years of experience in large-scale, multinational organizations, with a proven track record of thriving in highly complex, fast-paced environments. You will play a critical role in driving operational excellence, process transformation, and the adoption of advanced analytics and automation across regional and global teams. The candidate should be open to working in regional (APAC,EU, and NAM) work hours shift, as required.

Key Responsibilities

• Service Delivery Excellence

  : Lead and execute sales operations, supply chain and customer service activitiesincluding order entry, shipment & supply coordination, export compliances, demand management & sales forecasting, amendments, inquiry management, and internal collaboration for order fulfillment—with exceptional accuracy and timeliness, ensuring strict alignment with company policies and customer agreements.

• Stakeholder Collaboration

  : Build strong partnerships with regional customer service teams and cross-functional stakeholders to clarify requirements, resolve order-related issues, and manage escalations in a dynamic, global environment.

• Process Improvement & Transformation:

  Proactively identify and address gaps in existing processes. Recommend and support in implementing innovative solutions to enhance efficiency, accuracy, and scalability. Drive continuous improvement initiatives and measure impact on operational performance.

• AI & Automation Enablement

  : Champion the identification, testing, and implementation of automation opportunities within sales operations. Collaborate with global teams to deploy and monitor AI-driven solutions that optimize workflows and reduce manual errors.

• Advanced Data Analytics & Insights

  : Analyze complex datasets related to customer service and sales operations. Prepare and present clear, actionable reports and executive-level dashboards that highlight trends, variances, and opportunities for strategic decision-making.

• Change Management

  : Lead change management efforts for new systems, tools, and processes. Facilitate adoption within the India customer service team, provide feedback, and ensure process documentation is current and comprehensive.

• Governance & Compliance:

  Ensure rigorous adherence to internal policies, data governance standards, and regulatory requirements in all order management activities. Champion best practices in compliance and data accuracy.

Required Qualifications

• Minimum 5–7 years of experience in customer service, supply chain or sales operations, preferably within the technology or semiconductor industry and in global companies with $20+ billion in annual revenue.
• Bachelor’s degree in business administration, supply chain, finance, operations, or a related discipline.
• Demonstrated success implementing AI-driven process improvements and automation in complex environments.
• Advanced proficiency in Oracle ERP, Salesforce, and analytics platforms (Tableau, Power BI, Python).
• Exceptional written and verbal communication skills, with the ability to influence and collaborate across diverse teams and cultures.
• Strong analytical, problem-solving, and conceptual skills; proven ability to deliver insights for senior leadership.
• Experience leading change management initiatives for new technology adoption and process transformation.
• Ability to thrive in a fast-paced, high-growth, and constantly evolving environment, managing multiple priorities and stakeholders.

Preferred Skills

• Prior experience in customer service with B2B organizations.
• Hands-on experience with digital automation tools (e.g., HubSpot, RPA platforms, analytics suites).
• Experience with Rapid Response and Demantra is an advantage.
• Knowledge of forecasting, supply/demand changes, RMA, and export compliance.
• Relevant certifications (e.g., Six Sigma, Lean, PMP, analytics certifications) are a plus
• Flexibility to work on any shift (EU, NA, APAC)
• Any global language proficiency beyond English is a plus

Personal Attributes

• Strategic thinker with a strong collaboration and team-oriented mindset.
• Detail-oriented, precise, and resilient in approach.
• Innovative, with a passion for leveraging AI and automation to drive business results.
• Adaptable and committed to continuous improvement.
• Excellent communication skills in technology-driven environments.
• Ability to mentor and influence others, fostering a culture of operational excellence.

Key Performance Indicators (KPIs)

• Achievement of operational efficiency targets—accuracy and timeliness.
• High-quality service delivery and stakeholder satisfaction.
• Successful implementation and adoption of AI and automation solutions.
• Adherence to compliance, governance, and data accuracy standards.
• Measurable impact on process improvement and business outcomes.