Order Management Analyst

Position Overview:

We are in search of a meticulous and customer-oriented Order Management & Customer Service Specialist to act as the main liaison for our clients, EDI customers, third-party logistics partners, and internal stakeholders. This position is crucial for ensuring efficient order processing, prompt resolution of issues, and effective communication throughout the order-to-cash cycle. The ideal candidate will significantly contribute to enhancing customer satisfaction, ensuring order precision, promoting ongoing process enhancements, and upholding internal controls in a dynamic, competitive setting.

Primary Duties

• Oversee customer orders from initiation to fulfillment, including managing EDI order processing and tracking.
• Address and rectify EDI-related challenges, including IDoc corrections and system discrepancies.
• Act as the initial contact point for all customer inquiries, requests, and issues concerning orders.
• Collaborate with warehouse associates, logistics providers, and internal departments to guarantee timely and accurate order fulfillment.
• Maintain proactive and professional communication with customers about order status, shipping details, and problem resolution.
• Ensure a high level of accuracy in order entry and uphold data integrity within ERP systems.
• Collaborate with cross-departmental teams to enhance service quality and operational effectiveness.
• Monitor order processes and proactively mitigate potential issues that may affect customer satisfaction.
• Support compliance with organizational policies, internal controls, and established operational procedures.
• Engage in ongoing improvement initiatives within the Cash Cycle / Order-to-Cash framework.
• Address escalated issues professionally and ensure timely resolution of customer concerns.
• Adapt to business demands, including shift-based schedules and seasonal workload variations.

Essential Qualifications

• Bachelor's degree in Business Administration, Commerce, Supply Chain Management, Logistics, or a related discipline.
• Demonstrated experience in Customer Service, Order Management, Order-to-Cash (O2C), Supply Chain Operations, or a similar role.
• Familiarity with ERP systems, ideally with SAP.
• Knowledge of EDI processes and electronic order management systems.

Necessary Skills:

• Technical Expertise

  • Order Management and Processing
  • EDI (Electronic Data Interchange) Management
  • IDoc Surveillance and Error Correction
  • Proficiency in ERP Systems (preferably SAP)
  • Customer Order Entry and Verification
  • Coordination within Supply Chain and Logistics
  • Understanding of the Order-to-Cash (O2C) Process
  • Competence in Microsoft Excel and the Microsoft Office Suite

• Customer Service Skills

  • Management of Customer Relationships
  • Resolution of Customer Queries
  • Handling Complaints and Escalations
  • Commitment to Service Excellence and Customer Satisfaction

• Communication & Teamwork

  • Excellent verbal and written communication abilities
  • Management of Stakeholder and Cross-Functional Teams
  • Capability to foster strong relationships with customers, logistics partners, and internal personnel

• Analytical & Problem-Solving Abilities

  • Strong skills in troubleshooting and root cause analysis
  • Keen attention to detail and accuracy
  • Ability to prioritize and juggle multiple tasks concurrently
  • Mindset focused on continuous improvement

• Behavioral Traits

  • Customer-oriented mindset
  • Accountability and ownership
  • Flexibility and adaptability
  • Capability to thrive under pressure and manage high workloads
  • Strong organizational and time management skills
  • Collaborative team player

Preferred Qualifications:

• Familiarity with the SAP SD (Sales & Distribution) module.
• Previous experience assisting EDI customers in sectors such as manufacturing, retail, FMCG, healthcare, or distribution.
• Understanding of warehouse management and logistics operations.
• Experience with process enhancement methodologies like Lean or Continuous Improvement practices.
• Exposure to global customer support settings.

Work Schedule: Must be flexible to accommodate rotational shifts and meet business needs during peak times.

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