Group Manager - Order Management

WNS Holdings; Pune District; On-site; INR 400,000 - 500,000; Full time

Job summary

WNS Holdings is seeking a proactive Customer Support professional in Pune to manage end-to-end order processing, pricing and delivery information. You will enter orders in SAP, confirm delivery dates, and coordinate with internal teams to deliver top-tier customer experiences.

Key responsibilities include maintaining CRM accuracy, handling invoices, and resolving complex issues while meeting KPIs. You will work in a dynamic environment, supporting multiple projects and ensuring customer

Responsibilities

• Interact with internal teams and customers to deliver high-quality partner and customer experience.
• Manage orders from inception to close; provide pricing and delivery information; enter and confirm orders in SAP; track delivery dates and inquiries.
• Generate invoice corrections; submit corrective actions; process return authorizations.
• Maintain accurate customer records; update CRM with relevant information.
• Collaborate with multiple teams to deliver consistently high levels of service.
• Identify and escalate complex issues to appropriate departments, owning resolution.
• Work across teams to resolve support tickets raised.
• Handle multiple projects independently and as part of the Customer Support team from start to finish.
• Provide efficient service to customers; monitor and meet internal KPIs; ensure customer questions are answered politely.
• Take ownership of customer inquiries and escalate when needed to appropriate departments or partners

Skills

Communication skills

Leadership

Customer experience

Team collaboration

Tools

SAP

Job description

Role & responsibilities :

• Display good communication skills in influencing and Leadership skills in delivering good partner and customer experience while interacting with the internal teams and customer\\
• Manages customer orders from inception to close; provides pricing and delivery information; enters orders into SAP, confirms orders and delivery dates and follows up on all customer orders and inquiries while adhering to standard operating procedures.
• Generates invoice corrections, submits corrective action requests and processes return authorizations.
• Maintain accurate customer records and update CRM systems with relevant information.
• Support, collaborate effectively with multiple teams across the business and communicate with the customers efficiently to deliver consistently high levels of service.
• Identify and escape complex issues to appropriate departments while maintaining ownership until resolution.
• Collaborate with various teams across the business in identifying and giving resolutions to support tickets raised.
• Work independently and as part of the Customer Support team handling multiple projects simultaneously from start to finish
• Provide efficient and effective service to customers, ensuring all internal KPIs are monitored and met. And that the question of the customers is answered politely or expectations are managed.
• Take full ownership and accountability of the customers, to ensure that their enquiry is fully answered or if appropriate escalated to the relevant department or partners