Order Management Executive

Role & responsibilities:

Role Overview:

We are looking for a proactive Order Management Executive to manage end-to-end order processing, customer communications, and order fulfillment coordination. The role involves handling customer inquiries, resolving order discrepancies, maintaining accurate records in CRM and order management systems, and collaborating with cross-functional teams to ensure timely order execution and high customer satisfaction.

Customer Support & Communication:

• Manage customer orders including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Manage a high volume of Supply Chain and internal stakeholder communications
• Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
• Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.

Order Management & Processing:

• Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
• Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
• Review open orders and coordinate with production or supply chain teams to ensure execution.
• Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.

Systems, Documentation & Reporting:

• Maintain accurate records of all internal and external interactions in CRM and order management portal.
• Ensure consistent adherence to department policies, procedures, and documentation standards.

Process Improvemnet & Collaboration:

• Identify and communicate areas for process improvement to management.
• Support order management team goals and initiatives to strengthen a proactive customer support model.
• Work cross-functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.

Additional Responsibilities:

• Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
• Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.

Qualifications:

• 2 to 3 years of experience in Order Management or related roles.
• Any Graduate / bachelor s degree