Order Management Senior Process Executive (JL2A)

Role Overview

The Senior Process Executive will be responsible for executing end-to-end order management activities, ensuring accurate order processing, timely fulfillment, and delivering high-quality customer support across channels.

Key Responsibilities

- Process customer orders, changes, returns, and cancellations in ERP systems
- Validate pricing, product configuration, availability, and contract compliance
- Ensure order accuracy, completeness, and adherence to SLAs
- Handle customer queries via email/chat for order status, delivery, and billing
- Coordinate with internal teams (logistics, finance, supply chain) for order fulfillment
- Track and resolve order issues such as delays, backlogs, and discrepancies
- Maintain documentation and audit trails for all transactions
- Meet productivity, quality, and SLA targets consistently
- Identify process gaps and highlight improvements
- Required Skills

- Strong understanding of Quote-to-Cash (Q2C) / Order Management processes
- Good communication skills (verbal & written)
- Analytical thinking and attention to detail
- Ability to handle high-volume transactions and prioritize tasks
- Working knowledge of ERP tools (SAP/Oracle preferred)
- Qualification & Experience

- Bachelors degree
- 1.5 – 3 years experience in Order Management / O2C domain
- Order Management – Process Specialist (JL3A)

Role Overview

The Process Specialist acts as a Subject Matter Expert (SME) in order management operations, driving process excellence, supporting team performance, and ensuring delivery of high-quality outcomes aligned with client expectations.

Key Responsibilities

1.



Operations & SLA Ownership

- Manage complex order scenarios, escalations, and exception cases along with regular case handling activities
- Ensure adherence to SLAs related to accuracy, productivity, and turnaround time

2. Process Expertise & Decision Making

- Act as SME for order management workflows and issue resolution
- Handle exceptions, pricing discrepancies, contract issues, and escalations
- Take independent decisions on process exceptions

3. Team & Stakeholder Support

- Support team members with process queries and issue resolution
- Act as a bridge between operations team and leadership/client
- Handle client interactions and provide status updates where required

4. Quality & Continuous Improvement

- Identify improvement opportunities and drive process optimization
- Ensure compliance with SOPs and audit requirements

5. Training & Coaching

- Train new hires and conduct process refreshers
- Support knowledge management and documentation

6. Reporting & Governance

- Track metrics, prepare reports, and analyze performance trends
- Support team leads in daily operations and reporting
- Participate in huddles, audits, and review meetings

Required Skills

- Excellent communication and cross-functional collaboration abilities.
- Solid domain expertise in Order Management / Q2C
- Advanced problem-solving and stakeholder management skills
- Ability to handle escalations and decision-making independently
- Strong analytical, reporting, and Excel skills

Qualification & Experience

- Graduate
- 2.5 – 5 years experience in Order Management domain

Interested Candidates Please Call Hr Pooja @ (phone hidden) And Schedule Yoour Interviews!!

📌 Order To Cash Analyst (Chennai)
🏢 Wroots Global
📍 Chennai