Order Management Analyst

Lennox India Technology Centre; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Lennox India Technology Centre in Chennai is seeking an experienced Order Management professional to manage order processing, pricing, and documentation in SAP, ensuring OTIF compliance and accurate data.

You will collaborate with sales, planning, logistics, and other teams to resolve inquiries, process returns, and provide timely updates to customers, contributing to a proactive customer support model.

Qualifications

• 4 to 6 years of experience in Order Management or related roles.
• Experience working with SAP.

Responsibilities

• Manage customer service requests including order status updates and invoice requests via phone and email.
• Process orders accurately in SAP, including pricing and material numbers, while resolving pricing discrepancies.
• Ensure OTIF compliance by coordinating with production and supply chain teams.
• Assist sales with order placement, status updates, inventory lookups, and customer concerns.
• Maintain accurate records of interactions in SAP and support reporting and visibility.

Skills

Order management

Customer communication

Tools

SAP

Job description

Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Qualifications

• 4 to 6 years of experience in Order Management or related roles.
• Experience working with SAP

Customer Support & Communication:

• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Manage a high volume of Supply Chain and internal stakeholder communications
• Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
• Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.

Order Management & Processing:

• Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
• Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
• Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
• Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
• Provide technical support for part search and pricing inquiries.
• Returns, Credits & Issue Resolution:
• Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
• Work with internal stakeholders to minimize and resolve customer deductions without resolution.

Systems, Documentation & Reporting:

• Maintain accurate records of all internal and external interactions in SAP.
• Ensure consistent adherence to department policies, procedures, and documentation standards.
• Maintain oversight of order related data accuracy to support reporting and operational visibility.

Process Improvement & Collaboration:

• Propose and support new processes that drive continuous improvement and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.
• Support order management team goals and initiatives to strengthen a proactive customer support model.
• Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
• Contribute to the development of a centralized customer service HUB for order tracking and management.

Additional Responsibilities:

• Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
• Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.