Join our Team
About this prospect:
The Control Tower Order Management role is responsible for end-to-end customer order delivery, discrepancy handling, reporting, and fulfillment of Customer Unit requests based on WLA/SLA requirements. The role ensures visibility, accuracy, and proactive resolution across the full order lifecycle, from order creation to final delivery.
What you will do:
Manage and monitor customer orders from creation to final delivery, ensuring accurate entry, validation, processing, and fulfillment in ERP/SAP systems.
Experience of 6 to 8 years is required.
Track order status, manage changes, cancellations, backorders, shortages, and critical order prioritization, and keep stakeholders informed.
Operate control tower dashboards to maintain real-time visibility of order flows, WLA/SLA performance, on-time delivery, and automation rates.
Identify deviations, bottlenecks, and risks; escalate issues to relevant teams and track resolution to closure.
Create, manage, and track POs/SOs in SAP; coordinate GR, invoice verification, open PO reporting, delivery schedules,



and master data accuracy.
Resolve exceptions such as delays, mismatches, and inventory shortages by coordinating with warehouses, repair centers, planners, procurement, logistics, and customers.
Use AI and automation tools such as Microsoft Copilot, Glean AI, Power Automate, Power Query, or RPA to improve monitoring, reporting, anomaly detection, and repetitive order processes.
Prepare operational reports, support root cause analysis, drive process improvement, and maintain SOPs.
The skills you bring:
Bachelor’s degree or equivalent working experience; experience in Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations is preferred.
Knowledge of SAR HWS operations, service delivery processes, SAP order operations, and automation tools; APICS CSCP/CPIM certification is an advantage.
Strong analytical, communication, presentation

📌 Control Tower Operation Specialist (Gurugram)
🏢 Ericsson
📍 Gurugram