Order Management Agent

HCLTech; United States; On-site; USD 58,000 - 63,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

10 days paid time off

Paid holidays

Job summary

A leading technology services provider in the United States is looking for an Order Management Agent to handle customer inquiries and process orders with high accuracy. The ideal candidate should have a degree in Business or Marketing and be proficient in Salesforce and SAP systems. Responsibilities include managing escalated cases and ensuring compliance with company policies. The position offers a competitive salary range of $58,000 to $63,000 per year and benefits including medical, dental, and a 401(k) retirement plan.

Qualifications

• Graduate with a Business or Marketing degree.
• Proficient in Salesforce and SAP systems.
• Good communication skills – oral and written.
• Enterprise Order Management experience (end to end).
• USA citizen based in the USA.

Responsibilities

• Process simple to complex orders and handle inquiries accurately.
• Use deductive reasoning to make sound business decisions.
• Follow best practices while working cross-functionally.
• Manage escalated cases to resolution and identify process gaps.
• Create and maintain documentation.

Skills

Customer Service Experience

Strong Decision making

Analytical Skills

Good communication skills

Education

Business or Marketing degree

Tools

Salesforce

SAP systems

Job description

Responsibilities

• Order Management Agents will process simple to complex orders, and handle inquiries from the customer (Internal/external) with high accuracy and efficiency.
• Use deductive reasoning to make sound business decisions and move through cases accurately
• Follow best practices and work cross-functionally with multiple teams to complete tasks and other daily job functions.
• Manage escalated cases to resolution and identify and establish process gaps where they exist
• Creating and maintaining documentation
• Be the subject matter expert (SME) for all things order management

Requirements

• Graduate with a Business or Marketing degree
• Proficient in Salesforce, SAP systems
• Good communication skills - oral and written
• Enterprise Order Management experience (end to end)
• USA citizen based in the USA

Critical Skills

• Customer Service Experience
• Strong Decision making and Analytical Skills
• Strong oral and written communication skills
• Has experience in participating with process improvement projects (contributor/participant)
• Researching capabilities and ability to troubleshoot
• Ensure compliance to all company and business policies and administer all open sales orders and ensure appropriate order flow.
• Monitor and evaluate all order issues and resolve in discrepancies in production metrics and ensure a high level of accuracy
• Process oriented and excels at attention to detail
• Management of the communication with the sales department and other stakeholders
• Can work with minimal supervision

Advantage but Minimal experience required

• Experience as an SME or Process Champion
• Experience and/or background in an Order Management Process
• Able to handle pressure and willing to do extended hours when necessary

Pay and Benefits

Pay Range Minimum: $58,000.00 per year (or $27.89 per hour)

Pay Range Maximum: $63,000.00 per year (or $30.29 per hour)

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.