Job Description

Mission

Key missions of the position:

- Manage end-to-end order fulfillment, contract review, customer communication, and execution support for Railway, Metro, Private Rail, and Friction customers, ensuring on-time delivery, customer satisfaction, and business targets.

Responsibilities

Key Responsibilities:

- Order Management:
- Manage end-to-end order lifecycle including contract review, order booking, customer acknowledgements, and contract amendments.
- Ensure order accuracy and compliance with commercial, contractual, and business requirements.

- Execution Management
- Coordinate with Sales, Engineering, Operations, Quality, Sourcing, and Finance teams to ensure seamless order execution and on-time delivery.
- Monitor backlog, inspections, dispatches, and revenue realization while proactively resolving execution bottlenecks.

- Customer / Key account manager Coordination:

- Act as the primary point of contact for customers/Key account managers regarding order status, delivery commitments, and operational queries.
- Drive customer satisfaction through proactive communication, timely issue resolution, and effective escalation management.

- System & Reporting:

- Maintain accurate records and provide regular MIS, backlog, delivery, and performance reports.and customer feedback.





- Process Improvement:

- Identify and suggest improvements in the order management process.
- Drive digitalization, automation, and continuous improvement initiatives to enhance operational efficiency and visibility.

People Management: NO

Budget Management: NO

Required Candidate Profile

Education/Training : Bachelor’s degree in Engineering (Any Field)

Skilled Experience

- 10-12 years of experience in customer service/Care or Order Management or order execution, preferably in railway or industrial sectors.
- Strong understanding of supply chain and customer service operations.
- Proficiency in ERP systems (SAP, Oracle, etc.) and MS Office.
- Proven experience in cross-functional coordination, process improvement, reporting, and customer-focused operations.
- Proficiency in MS Office; knowledge of digital dashboard and digitalization initiatives is an added advantage.

Key Competences (Transversal/Professional)

Competence & Level

Technical Understanding : 4

Negotiation & Coordination : 4

Meticulous and Process Oriented : 4

Problem Solving & decision-making skills : 3

Customer Centricity : 4

Languages :

English (Mandatory)

Tamil & Hindi (Added advantage)

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