Genpact
Location
Delhi | India
Job description
With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
We are inviting applications for the role of Order Management! In this role, you are expected to have end-to-end hands-on knowledge of Order management cycle. You'll be responsible for the Order Management, Sales Order, Order release, returns and will trouble shoot any order related issues. Your role involves client management, driving SLA/KPI metrics, providing training, and championing continuous improvement. We are looking for some who should be open to work in night shift. Join us to contribute significantly to our Finance Operations team. Responsibilities The Role demands for a highly qualified professional who can provide guidance to the team members and will be responsible for all the activities related to – Contacting customers and/or vendors for missing or incorrect documentation via phone/email. Contact customers and/or vendors to address missing or incorrect documentation through phone and email communication. Communicate with customers from order creation to delivery, providing updates and order modifications using the preferred communication method (phone or email). Document customer interactions, create, update, and close cases in the customer contact management system, while maintaining up-to-date customer profiles. Manage end-to-end orders, including interactions with third-party logistics organizations. Handle urgent orders, back orders, debit and credit orders, and special orders (samples, free of charge, patient assistance foundation orders). Manage orders during special circumstances, such as weather events and holidays. Enter, update, and close sales orders into the order management system (Electronic Data Interface and Manual). Manage order imports and daily reports from customer websites, clearing them for processing (e.g., IDOCs, Discontinued SKU report, Out of Balance report, case vs. Pallet report). Perform mass and individual order updates, including repricing, mode changes, ship point changes, and EDI qualifiers. Finalize orders and validate customer expected pricing with Customer sales. Collaborate with billing and collections departments to address credit holds on orders and communicate updates to Customer employees and Sales. Manage Electronic Data Interface (EDI) orders requiring manual intervention for customer and customer assistance vendor clarifications. Resolve order issues, including managing Sales Order EDI Fallout with the Customer and Sales Order IT EDI Fallout with the Customer. Execute allocation activities across multiple customers and business segments, prioritizing orders based on established methodology. Execute order release activities, managing order clearance, daily work queues, back orders, issues, cuts, overweight/underweight, and ship-withs. Source and determine orders, releasing them to assigned default shipping locations. Manage order blocks and returns, following business rules for appropriate crediting and distribution exceptions. Troubleshoot order problems and assist with distribution decisions based on rules for Sales orders. Report on customer tickets/inquiries and reasons for distribution exceptions (OS&D). Review service performance metrics, track against SLAs both internally and externally, and identify opportunities for order improvement. Identify and work on loss identifiers and improvement projects. Participate in customer initiatives, including conference calls, visits, and weekly meetings as appropriate. Delivering effective training programs to enhance the skills and knowledge of team members. Providing mentorship to foster professional growth and development within the team. Ensuring strict adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Driving process improvement initiatives for enhanced operational efficiency. Taking a proactive leadership approach, championing continuous improvement efforts within the team. Qualifications Minimum Qualifications BCOM/ MCOM/ MBA/ BBA or any relevant qualification with rich experience OTC domain and worked on SAP ERP- preferably Order Management Strong order management skills Experience in balancing customer facing role and work assessments. Self-starter and have analytical, problem solving skills Preferred qualifications Able to nurture robust working relationships with the team, peers and clients, scheduling flexibility required Overall candidate should have problem solving, macro-level research and analytics approach and good in numbers deduction process Good people and customer handling skills. Effective communication and interpersonal skill Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.Job tags
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