Innova ESI
Website:
innovaesi.com
Company:
https://www.linkedin.com/company/innovaesi
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
Role: Order Management Specialist
Location: Bangalore
Experience: 2+ years
Immediate Joiners Only
Job Summary:
The Specialist is responsible for executing day-to-day operational tasks in accordance with established Standard Operating Procedures (SOPs), work instructions, and service level agreements (SLAs). The role supports Order-to-Cash and customer service processes by accurately processing transactions, resolving routine inquiries, and escalating issues that fall outside documented procedures.
Job Description:
- Manage end-to-end customer order operations across APAC, NAM, and ROW markets.
- Perform assigned operational tasks following approved SOPs and work instructions.
- Process customer orders, requests, and transactions accurately within SLA requirements.
- Demonstrate a working knowledge of order processes.
- Execute activities in SAP, Salesforce, and other designated business systems.
- Manage request cases through Salesforce and ensure timely closure within SLA.
- Respond to customer and stakeholder inquiries within established guidelines.
- Perform customer order validation as requested.
- Handle customer returns, defective claim validations and supporting documentation requirements
- Investigate chargebacks including shortage, overage, ASN, packaging, ticketing and carton label discrepancies.
- Execute credit/debit memo related activities and maintain complete audit trail.
- Generate operational reports to on-time delivery.
- Review and validate data for completeness and accuracy.
- Escalate exceptions, system issues, and non-standard requests through designated support channels.
- Identify recurring issues and proactively drive resolution with leadership.
- Participate in training and knowledge transfer activities.
- Maintain process documentation, SOPs, trackers and knowledge repositories.
- Support Continuous Improvement and automation initiatives.
- Participate in customer governance reviews and operational meetings.
- Ensure adherence to quality, productivity, compliance and customer-specific business rules.
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