Manager/Senior Manager - OM

The Order Management Manager (Individual Contributor) is responsible for overseeing and managing the end-to-end order fulfilment process for commercial orders for Mumbai region .

This role ensures the accurate and timely processing of customer orders, from order entry to final delivery, working independently to manage daily operations.

The individual contributor will collaborate with cross-functional teams, including sales, inventory, and logistics, to resolve issues and ensure customer satisfaction.

Key Responsibilities:
1.

Order Processing & Fulfilment:
• Manage the entire order lifecycle, including order entry, processing, and fulfilment.
• Ensure that orders are entered accurately into the order management system and track progress throughout the order cycle.
• Process order changes, cancellations, or modifications based on customer requests and system updates.

2.

Customer Support & Issue Resolution:
• Act as a point of contact for customers and internal teams to resolve any order-related inquiries or issues.
• Troubleshoot order discrepancies, delays, and product availability issues, ensuring timely and effective resolution.
• Collaborate to provide prompt responses and maintain a high level of customer satisfaction.

3.

Cross-functional Collaboration:
• Work closely with sales, logistics, inventory, and finance teams to ensure smooth order processing and fulfillment.
• Assist in ensuring alignment between order processing and product availability to avoid delays or errors.
• Coordinate with logistics to monitor and expedite order shipments, ensuring timely delivery.

4.

Order Accuracy & Documentation:
• Review and verify order details, including product specifications, pricing, and customer information, ensuring high levels of accuracy.
• Maintain accurate documentation and records for all orders, including customer communications, order status updates, and issue resolutions.

5.

Process Improvement & Efficiency:
• Continuously evaluate order management processes and identify opportunities for improvements or streamlining.
• Propose and implement process enhancements to reduce errors, shorten cycle times, and improve customer satisfaction.

6.

Reporting & Tracking:
• Monitor order status and provide updates to stakeholders on order progress.
• Track and report on key performance indicators (KPIs) such as order cycle time, on-time delivery, and customer satisfaction metrics.
• Analyze order data to identify trends or recurring issues and provide actionable insights

Qualifications

Qualifications:
• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• 10 years of experience in order management, with a focus on commercial or B2B transactions.
• Proficiency in order management systems (e.g., SAP, Oracle, Salesforce) and Microsoft Office Suite (Excel, Word).
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication ...