Customer Order Management Representative - Level I

DESCRIPTION

Serve as the first point-of-contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed on time.

Key Responsibilities:

Customer Order Management:

• Manage first-call resolution for customer orders and inquiries with minimal supervision.
• Handle a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs), and resolve common inquiries.
• Process customer orders within the order management system accurately and within the required deadline.
• Compile and distribute export and shipping documentation to enable timely processing of customer orders.
• Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and invoices).
• Respond to customer inquiries by referring them to published materials, secondary sources, or transferring the inquiry to the next appropriate level of customer support.
• Collaborate with the next appropriate level of customer support to resolve challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Prepare and distribute standard internal and customer reports.
• Support order management team goals and initiatives to become a more proactive customer support organization.
• Identify and communicate areas for process improvement to the Supervisor.

Want more jobs like this?

Get jobs in Phaltan, India delivered to your inbox every week.

Get Jobs

Send me The Muse newsletters for the best in career advice and job search tips.

By signing up, you agree to our Terms of Service & Privacy Policy.

• Proactively manage customers' orders by working closely with global planners, global customers, Sourcing Team, Finance, and Invoicing Team.
• Provide visibility on customers' order status and shipment closure with reports on a weekly and monthly basis.
• Take the lead on issue resolution in day-to-day work activities.
• Interface and work proactively with other functions - internal and external global customers, Marketing, Material, Sourcing, Excise Team, Finance, IT Team, Invoicing, Transportation, and Accounts Receivable to help meet common business objectives.

• Minimal or no work experience required.
• Preferred experience in order management and customer service functions.
• Preferred working knowledge of export activities and freight forwarding.

• Good knowledge of Oracle and order management systems.
• Proficiency in MS Office and Excel for daily tasks.
• Basic knowledge of Power BI and dashboards.
• Ability to learn new things and accept new responsibilities based on new business initiatives.

• 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.
• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Customer Support: Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction.
• Order Life Cycle: Demonstrates 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: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.