Order Management Specialist

This role is part of the Order Management and Data Management team within Customer Operations. The position supports day-to-day order management processes, system workflows, and continuous improvement initiatives while collaborating with cross-functional teams.

Key Responsibilities

• Support the Manager with updates to internal procedures, processes, and service improvements.
• Assist in crafting simple and effective process flows in collaboration with TCS, Billing Support, and CSS teams.
• Own and support critical workflows such as SAP support, adhoc bulk order processing, and other key operational activities.
• Engage with internal stakeholders to identify challenges, propose solutions, and drive process efficiencies.
• Participate in UAT (User Acceptance Testing) and BVT (Business Validation Testing) for major changes or improvement initiatives.
• Act as a process specialist and provide guidance to team members when required.
• Share regular feedback with the Manager on common customer issues and potential resolutions.
• Partner with Learning & Development teams to support training needs and conduct process refreshers for BAU teams.
• Work on Order-to-Cash simplification and streamlining projects using BPI methodology in collaboration with Master Black Belts.
• Coordinate with technical and operational teams to resolve system issues affecting order management workflows.
• Support projects aimed at reducing recurring system and knowledge gaps across Order Management processes.

Skills & Qualifications

• 1–3 years of experience in Order Management or related operations.
• Strong working knowledge of Order Management systems such as SAP, Trust, Siebel, etc.
• Excellent English communication skills (written and verbal).
• Ability to analyze problems, identify process gaps, and suggest improvements.
• Good stakeholder management and coordination skills.
• Ability to work in a fast-paced and process-driven environment.