Order Processing Support 4 - SME x 2 (EMEA Shift)

Role Summary The Order Processing Support is responsible for mastering the order processing workflow, including logistics, invoicing, and customer service. This role involves staying updated on order processing policies, collaborating with cross-functional teams to resolve issues, and ensuring efficient order management according to established procedures. The specialist will serve as a key contact for inquiries, respond professionally to order status questions, escalate unresolved issues, and provide training on policy changes to team members. This role will be reporting to the Global Order Processing Team Leader. What You Will Do Proactively review the status of all open orders, identifying any delays, issues, or exceptions that require attention. Respond promptly to notifications or alerts about problematic orders, investigating the root causes. Collaborate with the HW Fulfillment team, IT Team, Pricing team, Sales operation Team, Finance team, Distributor, and Sales team to quickly resolve order processing roadblocks. Escalate complex or unresolved issues to TL or cross-functional TLs as needed. Field inquiries, concerns, and complaints from distributors, sales representatives, and other internal stakeholders about order status, delivery timelines, Incorrect invoicing, etc. Provide clear, accurate, and timely updates to stakeholders on the progress of their orders. Manage stakeholder expectations and address any frustrations or dissatisfaction professionally. Facilitate discussions and coordinate efforts between different teams to align on order resolution strategies. Continuously monitor the order processing workflow for inefficiencies, bottlenecks, or areas of friction. Analyze order data, metrics, and customer feedback to identify opportunities for process improvements. Train and support other team members on new or updated order processing best practices. Maintain detailed records and documentation on all escalated order issues and their resolutions. Contribute insights and recommendations to strategic planning and improvement of the process/system for order management operations. Stay up-to-date on the latest order processing policies, System changes, and Distributor requirements. Identify personal training and development opportunities to expand expertise. Share knowledge and learnings with the broader order management team. Serve as a subject matter expert and mentor to other team members. What You Will Bring Has 3-5 years' experience in efficiently managing order processing and handling escalations to ensure seamless operations. Has strong ability to address queries from disti/ sales for internal productivity and SLA improvement. Demonstrate the ability to perform effectively under pressure and consistently meet strict deadlines. Lead and implement process improvements to enhance workflow and efficiency. Conduct and participate in training sessions and conference calls to support team development and knowledge sharing. Exhibit exceptional written and verbal communication skills, ensuring clarity and professionalism in all interactions. Maintain a high level of attention to detail and accuracy in all tasks. Showcase strong organizational and time management skills to prioritize and manage competing demands. Excel at multi-tasking in a fast-paced, dynamic environment. Analyze and interpret data to inform decision-making and support business objectives. Desirable: Salesforce Use of JIRA, Excel Collaborate with Cross-Regional/Office Team

Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K.