Order Management Analyst

Brillio; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Job summary

Brillio is seeking a CSD Analyst to support Order-to-Cash (OTC) and Customer Service Desk activities. You will manage customer inquiries, process sales orders in SAP SD, and coordinate with Sales, Planning, Logistics, Finance, and other teams to ensure accuracy and SLA adherence.

The role emphasizes accuracy, compliance, and timely closure of requests, with opportunities to handle invoices, LoC, and related transactions. 1–3 years of relevant experience is preferred.

Qualifications

• 1–3 years of experience in Customer Service, OTC, Order Management, or related fields.
• Experience handling SAP-based Order-to-Cash processes is preferred.
• Experience coordinating with multiple internal teams such as Sales, Planning, Logistics, and Finance.

Responsibilities

• Receive, acknowledge, document, and respond to customer inquiries.
• Create and process customer sales orders in SAP SD.
• Validate master data, pricing, material availability, and order completeness.
• Release orders per guidelines and issue order confirmations.
• Process backorders, order changes, and credit/debit memos.
• Support invoicing, LoC, and Documentary Collections activities.

Skills

Order Management

Customer Service

OTC Process Knowledge

Written and Verbal Communication

Problem Solving

Coordination with Stakeholders

Tools

SAP SD

MS Excel

Job description

Job Title: CSD Analyst – Order-to-Cash / Customer Service

Experience: 1–3 years

Employment Type: Permanent Role

About the Role

We are looking for a CSD Analyst to support transactional Order-to-Cash (OTC) and Customer Service Desk activities. The role involves managing customer inquiries, processing sales orders in SAP, coordinating with internal stakeholders, and ensuring accuracy, SLA adherence, and compliance with business processes.

Key Responsibilities

• Receive, acknowledge, document, and respond to customer inquiries.
• Coordinate with Sales, Planning, Logistics, Finance, Quality, and other internal teams.
• Create and process customer sales orders in SAP SD.
• Validate customer master data, pricing, material availability, and order completeness.
• Release orders according to defined guidelines and issue order confirmations.
• Process sample orders and coordinate required approvals.
• Process manual and automated third-party purchase orders.
• Monitor order blocks, exceptions, vendor confirmations, and order progress.
• Create Purchase Requisitions (PRs) where required.
• Process advance-payment orders and pre-payment invoices.
• Support Letter of Credit (LoC) and Documentary Collection transactions.
• Support customer invoicing activities.
• Log and manage customer complaints in SAP.
• Process order modifications, cancellations, and credit/debit memo requests.
• Follow up on backorders and delivery exceptions.
• Maintain accurate documentation and ensure timely closure of customer requests.

Required Skills

• SAP SD
• Order Management
• Customer Service
• OTC Process Knowledge
• MS Excel
• Written and verbal communication
• Problem-solving skills
• Ability to coordinate with multiple stakeholders

Key Performance Indicators

• Order Accuracy
• First Pass Yield
• Inquiry Response Time
• Order Processing TATCustomer Satisfaction
• SLA Adherence

Experience

1–3 years of experience in Customer Service, OTC, Order Management, Supply Chain Operations, or a related field.