Customer Operations Manager

Customer Operations Manager Job Summary Responsibilities Order Management

• Receive and process Partner orders through MOE and e-mail channels.
• Create and update orders received from Partner Interaction teams through Chatter.
• Initiate approval requests and workflows to resolve pricing, credit, and system-related blocks.

Order Fulfillment, Sales Returns, and Billing

• Execute and monitor transactions to support timely product delivery and billing.
• Submit required details through workflows for sales return processing.
• Create return orders and issue credit notes as per process requirements.
• Support the resolution of Partner queries related to orders, invoices, and returns.

Inter-Party Transfers

• Perform transaction reconciliation for dealer-to-dealer transfers.
• Complete order creation and delivery transactions accurately in SAP.
• Manage Partner requests that require detailed follow-up and cross-functional support.
• Work with internal teams such as Credit Management and Planning to resolve Partner issues effectively.
• Investigate and close complaints or queries related to orders, invoices, and returns in the system.

AI, Automation, and Digital Capabilities

• Process Automation: Proven capability of low code automation tools such as Power Automate to simplify and improve business processes.
• GenAI and AI Fluency: Demonstrate a strong understanding of GenAI use cases, prompt engineering, and Microsoft Copilot capabilities.
• Agentic AI Awareness: Understand AI agents, workflows, and practical business use cases for intelligent automation.
• Business Process Improvement: Identify manual activities and convert them into digital, automated, or AI-enabled solutions.
• Stakeholder Communication: Understand business needs and translate them into practical automation and AI opportunities.
• Data and AI Transformation Support: Support pilots, proofs of concept, adoption activities, training, documentation, and change management initiatives.

Leadership and Ways of Working

• Ensure compliance and control discipline across all processes.
• Collaborate effectively with internal teams and business stakeholders.
• Adapt quickly to process, technology, and business changes.
• Work with flexibility and ownership to meet deadlines and service commitments.

Qualifications WHO YOU ARE

• Graduate in any discipline.
• Minimum 2 years of operational experience, preferably in Customer/Partner Service or Supply Chain.
• Strong Partner focus, result orientation, collaboration, and agility.
• Good working knowledge of SAP SD module and Microsoft Office (highly desirable).
• Demonstrable skills for low code automation and AI understanding (must have).
• Clear and effective communication skills.
• Proficiency in English and a regional language.
• Willingness to upskill and good knowledge of Low code technology.

Location

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