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

• 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
  

• 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
  

• Salesforce
• Use of JIRA, Excel
• Collaborate with Cross-Regional/Office Team
  

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