Order Management Specialist

Zones, LLC; Islamabad; On-site; PKR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Life insurance

Optional health insurance

EOBI

Voluntary pension scheme

Complimentary meals

In-house gym

Job summary

Zones, LLC in Islamabad seeks an Order Management Specialist to execute the Supply Chain’s order management practice, ensuring timely fulfillment of client orders via CRM cases and collaboration with Sales and Procurement.

You will intake, triage, and execute orders, draft standardized responses, and coordinate with vendors to achieve desired client outcomes. The role requires proactive problem solving and strong communication.

Qualifications

• BA/BS degree required.
• 2+ years of experience in Order Management, Project Management or Customer Management.
• Ability to manage timelines and stakeholder actions.
• Strong communication and customer focus.

Responsibilities

• Intake, triage, and execute order management activities via CRM cases.
• Collaborate with Procurement, Sales, vendors to satisfy client requirements.
• Draft and maintain Standardized Complete Responses (SCRs).
• Audit case responses to ensure SCR usage.
• Coordinate and execute all aspects of order management using existing tools.
• Provide coaching to case requestors to improve submissions.
• Translate vendor and sales communications bidirectionally.
• Maintain positive relationships across the supply chain.

Skills

Order management

CRM case management

Vendor coordination

Cross-functional collaboration

MS Word

PowerPoint

Excel

Education

BA/BS degree

Tools

CRM software

MS Excel

MS Word

PowerPoint

Job description

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s only one: Zones – First Choice for IT. TM

Position Overview:

Manager Returns is responsible for developing, implementing, and maintaining returns procedures and policies to ensure operational efficiency and compliance. This role involves regularly reviewing internal policies, monitoring team performance, and ensuring the accurate generation of reports and processes to support return operations. Liaise with internal departments and external vendors to foster effective communication and relationships, facilitating smooth and timely return processes.

What you will do as the Order Management Specialist:

Execute Supply Chain’s Order Management practice in PK, to ensure fulfillment of Sales and client order management requirements via CRM case submissions

What you’ll do as the Order Management Specialist:

Employees employed in the role of Order Management Specialist shall be required to apply their independent minds and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Intake, triage, and execute order management activities via CRM cases
• Reactive to Sales CRM input/requests
• Draft, maintain, and utilize a library of Standardized Complete Responses (SCRs)
• Pre-validated, best-in-class case responses
• Standardized for efficiency of use and quality of response
• Collaborate closely with Procurement, Sales, vendors, and others to achieve desired client outcomes.

Process:

• List critical processes this individual will undertake to achieve targeted results.
• Utilize CRM case management functions expertly to address various case types.
• Case Types:
• Cancel Order
• Duplicate Shipment
• General Question
• Improve ETS Date
• Lost or Missing Shipment
• Modify Order
• Order Status
• Post Sales Product Issue
• Reroute Pickup
• Bulk Modify/Cancel
• Coordinate and execute all aspects of order management, utilizing existing tools.
• CRM SO management
• AX PO management
• Vendor portals and relationships
• Audit case responses to ensure SCR usage
• Identify novel scenarios requiring new SCRs to be drafted
• Modify existing SCRs to better account for variability in reality
• Apply best practices when drafting one-off communications that respect the design and communication guidelines informing SCR creation
• Act as a coordinator between disparate stakeholder groups to drive case-requested outcomes
• Maintain positive working relationships across our supply chain (including OEMs and distribution partners) and client management teams to
• Provide coaching to case requestors to:
• Improve future submissions for clarity
• Reduce unnecessary or inappropriate case submissions
• Ensure appropriate reliance on self-serve data, where available
• Translate vendor and sales communications bidirectionally to ensure correct understanding and minimize “telephone game” mistakes
• Keep all parties focused on concrete, achievable results, while identifying and escalating opportunities for process or practice improvements

What you will bring to the team:

Education:

• BA/BS degree required.

Required Experience:

• 2+years experience required in Order Management, Project Management or Customer Management
• Working knowledge of purchasing, inventory management and order fulfillment
• Ability to learn, perform and optimize complex interrelated processes
• Intermediate knowledge of MS Word, PowerPoint and Excel required
• Must work with a sense of urgency and excel in a dynamic, fast-paced business environment
• Candidate must have the ability to manage project timelines and stakeholder action items
• Utilize interpersonal awareness to develop and maintain strong working relationships across all levels of business
• Ability to develop and implement creative solutions and influence others in their adoption
• Attention to detail
• Ability to work independently
• Excellent verbal and written communication skills
• Experience in handling a high volume of inbound inquiries
• Excellent customer focus
• “The Buck Stops Here” attitude
• Ability to work extra hours during the end of the month or end of the quarter if necessary

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provide a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Shift Timings: 8:00 PM to 05:00 AM (PK Time)