Order Management Analyst

Job Summary:

We are seeking a detail-oriented and customer-focused Customer Service & Order Management Specialist to serve as the primary point of contact for customers, EDI customers, third-party logistics providers, and internal stakeholders. This role is responsible for ensuring seamless order processing, timely issue resolution, and effective communication across the order-to-cash cycle.The successful candidate will play a critical role in driving customer satisfaction, maintaining order accuracy, supporting continuous process improvements, and ensuring adherence to internal controls while working in a fast-paced, highly competitive environment.

Key Responsibilities

• Manage customer orders from receipt through fulfillment, including EDI order processing and monitoring.
• Investigate and resolve EDI-related issues, including IDoc corrections and system exceptions.
• Serve as the first point of contact for all customer inquiries, requests, and order-related concerns.
• Coordinate with warehouse partners, logistics providers, and internal teams to ensure timely and complete order delivery.
• Maintain proactive and professional communication with customers regarding order status, deliveries, and issue resolution.
• Ensure high levels of order entry accuracy and data integrity within ERP systems.
• Partner with cross-functional teams to continuously improve service levels and operational efficiency.
• Monitor order flow and proactively address potential risks that may impact customer satisfaction.
• Support compliance with company policies, internal controls, and established process guidelines.
• Contribute to continuous improvement initiatives within the Cash Cycle / Order-to-Cash process.
• Handle escalations professionally and ensure prompt resolution of customer concerns.
• Adapt to business needs, including shift-based schedules and seasonal volume fluctuations.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Supply Chain Management, Logistics, or a related field.
• Experience in Customer Service, Order Management, Order-to-Cash (O2C), Supply Chain Operations, or a related function.
• Experience working with ERP systems, preferably SAP.
• Exposure to EDI processes and electronic order management.

Required Skills:

• Technical Skills

  • Order Management and Order Processing
  • EDI (Electronic Data Interchange) Operations
  • IDoc Monitoring and Error Resolution
  • ERP Systems (SAP preferred)
  • Customer Order Entry and Validation
  • Supply Chain and Logistics Coordination
  • Order-to-Cash (O2C) Process Knowledge
  • Microsoft Excel and Microsoft Office Suite

• Customer Service Skills

  • Customer Relationship Management
  • Customer Query Resolution
  • Complaint Handling and Escalation Management
  • Service Excellence and Customer Satisfaction Focus

• Communication & Collaboration

  • Strong verbal and written communication skills
  • Stakeholder and Cross-functional Team Management
  • Ability to build effective relationships with customers, logistics partners, and internal teams

• Analytical & Problem-Solving Skills

  • Strong troubleshooting and root cause analysis capabilities
  • High attention to detail and accuracy
  • Ability to prioritize and manage multiple tasks simultaneously
  • Continuous improvement mindset

• Behavioral Competencies

  • Customer-centric approach
  • Ownership and accountability
  • Adaptability and flexibility
  • Ability to perform under pressure and manage peak workloads
  • Strong organizational and time-management skills
  • Team-oriented mindset

Preferred Qualifications:

• Experience with SAP SD (Sales & Distribution) module.
• Prior experience supporting EDI customers in a manufacturing, retail, FMCG, healthcare, or distribution environment.
• Knowledge of warehouse management and logistics processes.
• Experience with process improvement methodologies such as Lean or Continuous Improvement programs.
• Exposure to global customer support environments.

Work Schedule: Flexible to work in rotational shifts and support business requirements during peak periods.

#AditiConsulting
#26-06356