Job Summary

Technology-Enabled Customer Service Job Profile

Key Responsibilities

- Lead end-to-end order-to-cash operations and ensure timely billing and customer fulfillment.
- Champion customer advocacy and rapid resolution across all customer touchpoints.
- Govern backorder management, inventory prioritization, and stock allocation decisions.
- Coordinate execution across Supply Chain, Credit, Warehouse, Taxation, CIR and Business teams.
- Manage outsourced OM partners for accurate transaction processing and issue resolution.
- Track and improve CS performance metrics and customer portal adoption.
- Drive process excellence, SOP deployment, audits, compliance and training.
- Deliver premium service support for priority customer segments.
- Leverage Power BI dashboards to monitor OTIF, backlog, complaints, service KPIs, inventory constraints and order performance.
- Develop automated Power BI reports, scorecards and executive dashboards for proactive decision making.
- Apply AI and advanced analytics to identify trends, predict service risks and drive preventive actions.




- Drive automation using Power Automate, AI tools and digital workflows to improve productivity and reduce manual effort.
- Generate business insights from customer, order, complaint and inventory data to improve customer experience and working capital.
- Partner with IT and business functions to implement digital transformation and AI initiatives within the Order-to-Cash process.
- Utilize Copilot and Generative AI tools for reporting, root-cause analysis, SOP creation and productivity enhancement.
- Ensure data quality, governance, reporting accuracy and analytical model integrity.
- Train and mentor teams on Power BI, AI solutions, analytics and technology-enabled customer service practices.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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