Specialist | Order Management CSC | on site Wilkes-Barre, PA

Genpact•Wilkes-Barre, PA

3d•Onsite

About The Position

Inviting applications for the role of Specialist, Order Management! In this role the Order Mgmt. CSA (Customer Service Analyst) is accountable for effectively managing the entire order lifecycle ensuring timely and effective order entry validation processing and tracking to ensure on time and in full delivery of customer orders always maintaining a good relationship with the customer. Purchase orders are essentially received via EDI Email / FAX etc. The list of activities extends with Order entry/adjustments collaboration with sales S&OP shipping facilities carrier coordinating with customers receiving team to ensure timely and in full delivery of goods.

Requirements

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing
APICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land
Certified Data Management Professional - RiversandRiversand
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
Certified Pricing Professional - Professional Pricing Society, USAProfessional Pricing Society, USA
ITIL Foundation - AxelosAxelos
Account Analysis
Audit Support
Budgeting
Business Development
Consumer Electronics
Contract Management
Customer Care
Digital Marketing Analytics
Electronic Hardware
Financial Planning and Analysis (FP&A)
Generative AI
Internet Businesses
Manufacturing Equipment
Marketing Analytics
Process Orchestration
Sales
Sales Compensation
Salesforce Sales Cloud
Sales Forecasting
Sales Order Management
Sales Origination
Sales Performance Management (SPM)
Sales Support
Semiconductors
English Language Proficiency - Proficient - C2

Responsibilities

Checking various sources of PO inflow (EDI queue Fax / email inbox & USPS) periodically
Entering orders in the business ERP within given TAT
Proactively manage product allocation on the orders.
Ensuring delivery note on sales orders gets created in a timely fashion.
Coordinating with shipping facilities to get the product shipped to customers.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Coordinating with demand control team to obtain availability dates of short / unavailable items on customers order.
Coordinating with customers to obtain substitutes (replacement items) for unavailable items and share availability dates.
Support customers with pool date coordination rush shipment arrangements and problem resolution.
Order track and trace when shipped out of the shipping facility and share real time updates with the customer.
Communicating with customers about various process updates such as (Order Qty or Date changes different updates on availability delivery etc).
Daily maintenance in SAP which would include reviewing error reports with the order management tool: ZORD
Analyzing order trend of customers and raise flag if variation experienced.
Work as a team to process any ad hoc request promptly
Deliver quality customer service by researching and responding to all internal & external stakeholders inquiries quickly effectively and professionally.
Ability to analyze and resolve problems before escalating to the next level.