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Specialist - OM & CS

Location: 

Bangalore, IN, 560022

Date:  Apr 23, 2026

Posting Date: 

Job Area:  Other

Job Level:  Experienced

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

• Turnaround Time (TAT) adherence as per defined targets

  • Low escalation levels (≤ 2 or as defined)

  • Ability to independently manage core processes within stipulated timelines

  • Productivity and efficiency improvements

  • Flexibility in handling changing business needs and shifts

  • Contribution beyond transactional tasks (continuous improvement mindset)

  • Strong analytical, problem-solving, and decision-making skills

  • High attention to detail and accuracy

  • Excellent communication and stakeholder management skills

  • Ability to work independently and in a fast-paced environment

  • Customer-centric mindset with strong ownership

  • Adaptability to dynamic business environments and automation tools

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