About the role
About the job
Role: Order Management SpecialistLocation: BangaloreExperience: 2+ yearsImmediate Joiners Only
Job Summary:The Specialist is responsible for executing day-to-day operational tasks in accordance with established Standard Operating Procedures (SOPs), work instructions, and service level agreements (SLAs). The role supports Order-to-Cash and customer service processes by accurately processing transactions, resolving routine inquiries, and escalating issues that fall outside documented procedures.
Job Description:
Manage end-to-end customer order operations across APAC, NAM, and ROW markets.
Perform assigned operational tasks following approved SOPs and work instructions.
Process customer orders, requests, and transactions accurately within SLA requirements.
Demonstrate a working knowledge of order processes.
Execute activities in SAP, Salesforce, and other designated business systems.
Manage request cases through Salesforce and ensure timely closure within SLA.
Respond to customer and stakeholder inquiries within established guidelines.
Perform customer order validation as requested.
Handle customer returns, defective claim validations and supporting documentation requirements
Investigate chargebacks including shortage, overage, ASN, packaging, ticketing and carton label discrepancies.
Execute credit/debit memo related activities and maintain complete audit trail.
Generate operational reports to on-time delivery.
Review and validate data for completeness and accuracy.
Escalate exceptions, system issues, and non-standard requests through designated support channels.
Identify recurring issues and proactively drive resolution with leadership.
Participate in training and knowledge transfer activities.
Maintain process documentation, SOPs, trackers and knowledge repositories.
Support Continuous Improvement and automation initiatives.
Participate in customer governance reviews and operational meetings.
Ensure adherence to quality, productivity, compliance and customer-specific business rules.