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

Key Performance Indicators/Key Result Areas

• Turnaround Time (TAT) adherence as per defined targets

• Low escalation levels (≤ 2 or as defined)

• Ability to independently manage core processes within stipulated timelines

• Productivity and efficiency improvements

• Flexibility in handling changing business needs and shifts

• Co

📌 Specialist - OM & CS (India)
🏢 MANN+HUMMEL
📍 India