Role & responsibilities

Order Processing and Management:

- Monitor daily order management activities to ensure accuracy and efficiency.
- Ensure customer orders are entered, validated, and processed within agreed timelines.
- Review and approve exception orders when required.
- Manage order backlogs and workload distribution across the team.
- Ensure adherence to standard operating procedures (SOPs).
- 1- Process incoming customer orders accurately and efficiently using order management systems.

2- Review orders for completeness, accuracy, and compliance with company policies and procedures.

3- Communicate order status, shipment details and delivery updates to customers in a timely manner.

4- Resolve order discrepancies, pricing issues, and delivery delays in collaboration with relevant team.

5- Maintain accurate records of customer orders and transactions.

6- Respond promptly to customer inquiries and provide exceptional service and support.

7- Identify opportunities for process improvements and efficiencies in order management workflows.





8- Adhere to established service level agreements (SLAs) and performance metrics for order processing and fulfillment.

9- Responsible for end-to-end Quotes, Order processing, Order Rejections and Status.

Team Management and LeaderShip:

- Lead, coach, and develop Order Management Specialists.
- Conduct regular team meetings and performance reviews.
- Set individual and team objectives aligned with business goals.
- Provide guidance on complex order-related issues.
- Identify training needs and support employee development.
- Foster a positive, team-oriented, and customer-focused work environment.
- Order Entry Accuracy (%)
- SLA Adherence (%)
- On-Time Order Processing (%)
- Backlog Aging
- Productivity per FTE
- Customer Satisfaction Score (CSAT)
- First-Time Right Processing (%)
- Escalation Resolution Time
- Employee Engagement Score
- Team Attrition Rate

📌 Order Entry Specialist (Pune)
🏢 Zensar
📍 Pune