Specialist - OM & CS

MANN+HUMMEL; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

MANN+HUMMEL Bengaluru seeks an Order Management Associate to handle end-to-end orders, ensuring accuracy, timely delivery, and proactive updates to customers.

You will collaborate with Sales, Logistics, and Finance to resolve issues, manage backorders, and maintain strong service levels while exploring process automation opportunities.

The role requires a Bachelor's degree and 0–3 years in Order-to-Cash or customer service, with SAP S/4HANA and MS Office skills highly valued.

Qualifications

• Bachelor’s degree in Business Administration, Commerce, or related field.
• 0–3 years of experience in Order-to-Cash / Order Management / Customer Service.
• Working knowledge of SAP (SD/S4 HANA preferred) and MS Office (Excel, PowerPoint, Word).
• Exposure to Shared Services environment (SLA/KPI-driven, ticketing tools) preferred.
• Knowledge of RPA/AI tools is an added advantage.
• Willingness to work in flexible shifts including night shifts.

Responsibilities

• Process and manage complex customer orders end-to-end.
• Enter and validate orders in ERP systems (SAP/S4 HANA or equivalent) including pricing, availability, and order details.
• Manage complete order lifecycle: entry, confirmation, fulfillment, delivery tracking.
• Handle order exceptions such as changes, cancellations, returns (RGA), and credit notes.
• Monitor open orders/backorders and proactively resolve delays.
• Act as the primary customer interface via email/calls and provide timely updates on status.
• Resolve customer issues and escalations with a solution-oriented approach while meeting SLA targets.
• Collaborate with Sales, Logistics, Finance, and Supply Chain for fulfillment and issue resolution.
• Manage customer portals, EDI orders, and ensure accurate order confirmations.
• Maintain pricing compliance and audit requirements; identify process gaps for automation.

Skills

Order management

Customer service

SAP/S4 HANA

MS Office

Communication

Analytical skills

Attention to detail

Stakeholder management

Education

Bachelor's degree in Business Administration or related field

Tools

SAP/S4 HANA

MS Office

Job description

Job Description

Responsible for end-to-end order management and customer support, ensuring accurate processing, timely delivery, and effective resolution of customer queries while collaborating across teams and maintaining high service standards

Role Summary

Responsible for end-to-end order management and customer support, ensuring accurate processing, timely delivery, and effective resolution of customer queries while collaborating across teams and maintaining high service standards

Main Tasks

Operational Duties:

• Process and manage complex customer orders, inquiries, and complaints end-to-end
• Enter and validate orders in ERP systems (SAP/S4 HANA or equivalent) including pricing, availability, and order details
• Manage complete order lifecycle: order entry → confirmation → fulfillment → delivery tracking
• Handle order exceptions such as changes, cancellations, returns (RGA), and credit notes
• Monitor open orders/backorders and proactively resolve delays
• Act as the primary customer interface via email/calls and provide timely updates on order, shipment, and delivery status
• Resolve customer issues and escalations with a solution-oriented approach while meeting SLA targets
• Collaborate with Sales, Logistics, Finance, and Supply Chain for order fulfillment and issue resolution
• Manage customer portals, EDI orders, and ensure accurate order confirmations
• Maintain compliance with pricing agreements, company policies, and audit requirements
• Identify process gaps and support automation initiatives (RPA/AI-enabled processes)

Key Accountabilities (Order Management)

• Order entry (manual & EDI) and validation
• Order confirmation and delivery note creation
• Backorder and exception management
• Returns (RGA) and credit note processing
• Price validation and dispute resolution
• Customer order tracking and communication
• Customer portal management
• Strong analytical, problem-solving, and decision-making skills
• High attention to detail and accuracy
• Excellent communication and stakeholder management skills
• Ability to work independently and in a fast-paced environment
• Customer-centric mindset with strong ownership
• Adaptability to dynamic business environments and automation tools.

Experience

• Bachelor’s degree in Business Administration, Commerce, or related field
• 0–3 years of experience in Order-to-Cash / Order Management / Customer Service
• Working knowledge of SAP (SD/S4 HANA preferred) and MS Office (Excel, PowerPoint, Word)
• Exposure to Shared Services environment (SLA/KPI-driven, ticketing tools) preferred
• Basic understanding of reporting, data analysis, or controlling is an advantage
• Willingness to work in flexible shifts (including night shifts/24x5 model)
• Knowledge of RPA/AI tools is an added advantage