Order Management Specialist

zones; Islamabad; On-site; PKR 893,000 - 1,562,000; Full time

Benefits offered by this job

Life insurance

Optional health insurance

EOBI

Pension scheme

Complimentary meals

In-house gym

Job summary

Zones is seeking an Order Management Specialist to oversee end-to-end order processing in PK. You will manage CRM cases, collaborate with procurement, sales and vendors, and maintain standardized responses to ensure accurate, timely order fulfillment.

The role requires 2+ years in order management or related fields, with strong MS Office skills and the ability to work in a fast-paced environment. Shift timings from 8:00 PM to 5:00 AM PK time are noted.

Qualifications

• BA/BS degree required and relevant experience in order/ project management.
• Minimum 2+ years in Order Management, PM or customer management.
• Strong MS Office skills, especially Excel, PowerPoint and Word.

Responsibilities

• Execute order management activities via CRM cases and ensure timely fulfillment.
• Coordinate with Procurement, Sales, vendors to achieve client outcomes.
• Maintain standardized responses and SCR library for efficiency.
• Coach case requestors to improve submissions and reduce unnecessary cases.
• Manage CRM SO, AX PO and vendor portals for accurate data.
• Communicate effectively across stakeholders to drive outcomes.

Skills

Order management

Project management

Customer management

Education

BA/BS degree

Tools

MS Word

PowerPoint

Excel

Job 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’sonlyone: Zones – First Choice for IT. TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC onTwitter @Zones, andLinkedIn and Facebook.

Position Overview:

Manager Returnsis responsible fordeveloping, implementing, andmaintainingreturns procedures and policies to ensure operational efficiency and compliance. This role involves regularly reviewing internal policies,monitoringteam performance, and ensuring theaccurategeneration of reports and processes to support return operations. Liaise with internal departments and external vendors to foster effective communication and relationships,facilitatingsmooth andtimelyreturn 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 ofOrder ManagementSpecialist shall be required to apply their independentmindsand 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,andothers 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 designand 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 inOrder 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 memberis 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, Zonesprovidea dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated againston the basis ofrace, 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)