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

- 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 workplace (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

📌 Specialist - OM & CS (Bengaluru)
🏢 Mann+Hummel
📍 Bengaluru