Role Summary
Transaction processing – Order Management team in MANN+HUMMEL shared service centre in India. Responsible for coordination of processes, support on projects, Hand hold freshers and new joiners in teamMain Tasks
Operational Duties:

Receives and processes complex customer orders, inquiries and/or complaints
covering items or products ordered. Maintains an ongoing relationship with customers and sales
staff.
Uses knowledge of products, product availability, sales
territories, and individual customers to provide a key communications link to the customer.
Exercises judgment and discretion, and functions independently within authorized limits.
Typically requires analysis, judgment, and sensitivity to customer needs.

Main Accountabilities of Order Management
• Manage customer portals
• Create delivery note
• Validation price agreement
• Monitoring EDI Orders
• Confirmation order details
• Manual order entry
• Manage order exceptions
• Send order confirmation
• Manage return
• Customer order delivery tracking
Issue credit note
• Price dispute management




Customer Care
• Answer customer questions regarding technical issues
• Forward customer request to product management
• Forward complex topics, dispute cases, technical support to respective responsible function
• Analyze internal request
Key Performance Indicators/Key Result Areas
Your Ones Score (Turn Around Time) Meeting or exceeding according agreed and defined Target
Escalation - = or < 2
Is able to provide RCA and CAPA for self
Active role player on activities: Individually contribute and, Support the team members to "think out of the box" mindset through brain storming sessions
Propose and Support Team Leader to Identify at least 2 processes/process steps that can be automated and use the RPA team to convert them into advantages
Performs Training and Mentoring
Does Audit and provides continuous inputs to Leads/TLS on the Gaps Identified
Suggest any updates/new exceptions to be recorded & maintained in-dep

📌 Senior Specialist (India)
🏢 MANN+HUMMEL
📍 India