Specialist - OM & CS

MANN+HUMMEL; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

MANN+HUMMEL Bengaluru is seeking an Order Management/Customer Service professional to handle complex orders end-to-end, enter in SAP, and manage lifecycles from entry to delivery. The role requires coordinating with Sales, Logistics, Finance, and Supply Chain to resolve issues and meet SLA targets.

You will monitor backorders, handle exceptions, and maintain accurate confirmations across portals and EDI orders, while leveraging MS Office for reporting and analysis.

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.
• 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.

Responsibilities

• 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).

Skills

SAP SD/S4 HANA

MS Office

SLA/KPI driven

Analytical skills

Stakeholder management

Education

Bachelor's degree in Business Administration/Commerce

Tools

SAP

MS Excel

EDI systems

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.

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

Key Performance Indicators/Key Result Areas

• Turnaround Time (TAT) adherence as per defined targets
• Low escalation levels (≤ 2 or as defined)
• Ability to independently manage core processes within stipulated timelines
• Productivity and efficiency improvements
• Flexibility in handling changing business needs and shiftsContribution beyond transactional tasks (continuous improvement mindset)

Key Competencies

• 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

Job Requirements (Qualifications, Skills, 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