Role: Order Management Specialist
Location: Pune
Experience: 2+ years
Immediate Joiners Only

Job Summary:
The Specialist is responsible for executing day-to-day operational tasks in accordance with established Standard Operating Procedures (SOPs), work instructions, and service level agreements (SLAs). The role supports Order-to-Cash and customer service processes by accurately processing transactions, resolving routine inquiries, and escalating issues that fall outside documented procedures.

Job Description:
• Manage end-to-end customer order operations across APAC, NAM, and ROW markets.
• Perform assigned operational tasks following approved SOPs and work instructions.
• Process customer orders, requests, and transactions accurately within SLA requirements.
• Demonstrate a working knowledge of order processes.
• Execute activities in SAP, Salesforce, and other designated business systems.
• Manage request cases through Salesforce and ensure timely closure within SLA.
• Respond to customer and stakeholder inquiries within established guidelines.




• Perform customer order validation as requested.
• Handle customer returns, defective claim validations and supporting documentation requirements
• Investigate chargebacks including shortage, overage, ASN, packaging, ticketing and carton label discrepancies.
• Execute credit/debit memo related activities and maintain complete audit trail.
• Generate operational reports to on-time delivery.
• Review and validate data for completeness and accuracy.
• Escalate exceptions, system issues, and non-standard requests through designated support channels.
• Identify recurring issues and proactively drive resolution with leadership.
• Participate in training and knowledge transfer activities.
• Maintain process documentation, SOPs, trackers and knowledge repositories.
• Support Continuous Improvement and automation initiatives.
• Participate in customer governance reviews and operational meetings.
• Ensure adherence to quality, pro

📌 Order Management Specialist (India)
🏢 Innova ESI
📍 India