Customer Order Management Specialist

Key Responsibilities:

• Order Management

  : Perform order management tasks for a specific set of customers/accounts, handling the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).

• Customer Support

  : Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.

• Single Point of Contact

  : Act as the single point of contact for customer inquiries and escalations; manage escalations to closure.

• Customer Communication

  : Demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.

• Internal Coordination

  : Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets.

• Cross-functional Communication

  : Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.

• Departmental Goals

  : Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization; develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes.

• Proactive Communication

  : Identify ideas and develop proactive communications for the assigned customer base regarding processes, policy, and/or best practices.

• Customer Visits

  : Support customer visits and participate in continuous improvement projects.

Top Responsibilities:

1. Managing O2C for Component Business for PSBU Sites.
2. Leading Demand Control Process for Part Business.
3. Managing Global counterparts for Allocation & Capacity.

• Must

  : BE/BTech

• Good to Have

  : MBA/Mtech
• This position may require licensing for compliance with export controls or sanctions regulations.

Competencies

• Collaborates

  : Building partnerships and working collaboratively with others to meet shared objectives.

• Communicates Effectively

  : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Customer Focus

  : Building strong customer relationships and delivering customer-centric solutions.

• Drives Results

  : Consistently achieving results, even under tough circumstances.

• Manages Complexity

  : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

• Self-development

  : Actively seeking new ways to grow and be challenged using both formal and informal development channels.

• Customer Support

  : Demonstrating proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction.

• Order Life Cycle

  : Understanding the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.

• Order Life Cycle Systems Knowledge

  : Demonstrating the steps within each system screen to process customer orders, order modifications, and respond to customer queries to ensure accurate and timely order processing and query resolution.

• Order Processing

  : Managing the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.

• Values Differences

  : Recognizing the value that different perspectives and cultures bring to an organization.

• Oracle/ERP Knowledge
• Data Analytics
• Advanced Excel, Power BI (preferred), etc.
• Stakeholder Management
• Strong Communication

• 3 plus years in customer order management, customer-facing roles, supply chain/logistics, or international trade experience preferred.