Manager order management

Principal Responsibilities

Manage and oversee multiple teams within the Order Management department to ensure operations meet defined Service Level Agreements (SLAs). Ensure customer expectations, targets, metrics, and Key Performance Indicators (KPIs) are consistently met or exceeded. Act as the primary escalation point for customer concerns, ensuring proactive communication and timely resolution. Serve as a liaison between customers and internal technical delivery teams to drive overall project health. Establish, develop, and maintain strong working relationships with clients. Engage with clients to identify opportunities and create stronger value propositions. Proactively assess client needs and determine effective solutions to business challenges. Prepare and present performance dashboards, metrics, and trend analysis to leadership and customers.

Critical Skills Required

Strong Order Management expertise with SAP knowledge and Logistics or Supply Chain Management background. Experience in Customer Service, Service & Work Order Management, Field Service Management, RMA, Reverse Logistics, Warranty Management, and Renewals. Understanding of business operations and project management across voice and non- voice BPO operations. Exceptional leadership, people management, and mentoring skills. Minimum 6–7 years of hands-on experience in Order Management. Excellent English verbal and written communication skills. Strong client management and stakeholder engagement abilities. Sound decision-making and problem-solving skills. Self-motivated with the ability to inspire and motivate teams through constructive feedback. Ability to perform under pressure with minimal supervision. Proficiency in Microsoft Office applications, with advanced Excel skills.