Order Management

Sutherland; Chennai District; On-site; INR 5,00,000 - 8,00,000; Full time

Job summary

A leading global service provider in Chennai is looking for a customer service specialist to manage order management processes. The ideal candidate will have 6-7 years of experience in customer service, hands-on Oracle ERP experience, and strong communication skills. The role involves working in night shifts and requires a passion for delivering excellent service.

Responsibilities

• Handling daily customer calls.
• Responsible for & understands order management process.
• Collaborate with internal teams to ensure smooth order fulfilment.
• Ensure high levels of customer satisfaction through prompt and professional service.

Skills

Understanding of Order Management

Extremely good verbal & written communication skills

Ability to work under pressure

Presentation, Feedback & Coaching skills

Hands on experience on Oracle, MS-Excel and Power Point

Understanding of transactional quality

Education

Minimum 6 to 7 years of experience in customer service

Hands-on experience with customer portals and Oracle ERP system

Strong verbal and written communication skills

Ability to multitask and prioritize in a fast-paced environment

Customer-centric attitude with a focus on delivering quality service

Proficiency in MS Office (Excel, Outlook, Word)

Tools

Oracle ERP

MS-Excel

Power Point

Job description

Responsibilities include

• Handling daily customer calls
• Hands on experience on Oracle ERP
• Responsible for & Understands Order Management Process
• Handle order management tasks including order entry, modifications, cancellations, and follow-ups.
• Process RMA requests accurately and in a timely manner, ensuring compliance with company policies.
• Manage and resolve customer queries related to RMAs, order status, and delivery timelines.
• Collaborate with internal teams (Logistics, Sales, Finance) to ensure smooth order fulfilment and issue resolution.
• Monitor and respond to customer communications via email and customer portals.
• Customer query handling related to TAT or amendments to orders
• Maintain detailed records of customer interactions and transactions.
• Ensure high levels of customer satisfaction through prompt and professional service.
• Disputes / Issue resolution and RCA
• MIS reporting
• Data analysis and creating designated reports and presentations
• Participate in calibrations to ensure consistent scoring & feedback
• Make recommendations and drive improvement
• Help enhance product/process knowledge of new/existing team members
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/Client Interactions
• Leverage process knowledge to proactively identify areas of concern & highlight to the service excellence team
• Real Time Support (Production/Live Support) on the floor according to business requirement

Must have below skills

• Understanding of Order Management
• Extremely good verbal & written communication skills
• Ability to work under pressure
• Presentation, Feedback & Coaching skills
• Hands on experience on Oracle, MS-Excel and Power Point
• Understanding of transactional quality

Required Qualifications

• Minimum 6 to 7 years of experience in customer service, preferably in RMA and order management.
• Hands-on experience with customer portals and Oracle ERP system.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Customer-centric attitude with a focus on delivering quality service.
• Proficiency in MS Office (Excel, Outlook, Word).

Preferred Qualifications

• Experience in a global support environment.
• Familiarity with SLA-driven operations and escalation handling.
• Knowledge of supply chain or logistics processes.

Shift

Night Shifts

Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to [e-mail]

Interested candidates need to send their updated resume to [e-mail] with answers to the following questions.

Application Questions

• Total years of Experience
• Number of years of Experience in Order Management
• Are you willing to work from the Sutherland Chennai office? (Yes/No)
• Are you willing to work in night shifts (Yes/No)?
• Current CTC (in lacs per annum)
• Expected CTC (in lacs per annum)
• Notice Period (if Negotiable, specify)