Order Management and Customer Support Specialist

Specialist - OM & CS Role Summary Responsible for end-to-end order management and customer support, ensuring accurate processing, timely delivery, and effective resolution of customer queries while collaborating across teams and maintaining high service standards. Main Tasks Operational Duties: Process and manage complex customer orders, inquiries, and complaints end-to-end Enter and validate orders in ERP systems (SAP/S4 HANA or equivalent) including pricing, availability, and order details Manage complete order lifecycle: order entry → confirmation → fulfillment → delivery tracking Handle order exceptions such as changes, cancellations, returns (RGA), and credit notes Monitor open orders/backorders and proactively resolve delays Act as the primary customer interface via email/calls and provide timely updates on order, shipment, and delivery status Resolve customer issues and escalations with a solution-oriented approach while meeting SLA targets Collaborate with Sales, Logistics, Finance, and Supply Chain for order fulfillment and issue resolution Manage customer portals, EDI orders, and ensure accurate order confirmations Maintain compliance with pricing agreements, company policies, and audit requirements Identify process gaps and support automation initiatives (RPA/AI-enabled processes) Key Accountabilities (Order Management) Order entry (manual & EDI) and validation Order confirmation and delivery note creation Backorder and exception management Returns (RGA) and credit note processing Price validation and dispute resolution Customer order tracking and communication Customer portal management Experience Bachelor’s degree in Business Administration, Commerce, or related field 0–3 years of experience in Order-to-Cash / Order Management / Customer Service Working knowledge of SAP (SD/S4 HANA preferred) and MS Office (Excel, PowerPoint, Word) Exposure to Shared Services environment (SLA/KPI-driven, ticketing tools) preferred Basic understanding of reporting, data analysis, or controlling is an advantage Willingness to work in flexible shifts (including night shifts/24x5 model) Knowledge of RPA/AI tools is an added advantage Experience Level Mid Level