Job Summary
The Analyst/SME is responsible for managing end-to-end Order-to-Cash (O2C) processes while ensuring high levels of customer satisfaction and operational excellence. The role involves handling customer orders, resolving escalations, coordinating with cross-functional teams, driving process improvements, and providing subject matter expertise to support business objectives.
Key Responsibilities
Key Responsibilities
Order Management
- Process and manage customer orders accurately and within SLA timelines.
- Review and validate order details, pricing, product availability, and contractual terms.
- Coordinate with Sales, Supply Chain, Logistics, and Finance teams to ensure seamless order fulfillment.
- Monitor order status and proactively resolve issues impacting order delivery.
Customer Service & Relationship Management
- Act as the primary point of contact for customers regarding order inquiries, delivery updates, returns, and invoice-related concerns.
- Ensure prompt resolution of customer issues while maintaining high customer satisfaction levels.
- Manage customer communications through email, phone, CRM, and ticketing systems.
- Support business-critical and escalated customer cases.
O2C Process Expertise
- Handle end-to-end O2C activities including:
- Order Entry and Validation
- Returns and Replacement Processing
- Credit/Rebill Requests
- Invoice Generation and Queries
- Claims Management
- Customer Account Maintenance
- Reporting and Data Analysis
- Ensure compliance with company policies, controls, and process guidelines.
Subject Matter Expertise
- Serve as a process expert and first point of contact for complex transactions and escalations.
- Provide guidance, coaching, and knowledge support to team members.
- Assist in training new hires and conducting process refreshers.
- Identify process gaps and recommend continuous improvement initiatives.
Stakeholder Management
- Collaborate with internal and external stakeholders to resolve operational challenges.
- Participate in client meetings, governance calls, and process reviews.
- Maintain strong working relationships with Sales, Finance, Logistics, and Customer Service teams.
Reporting & Process Improvement
- Prepare and analyze operational reports, KPIs, and dashboards.
- Track metrics such as SLA adherence, order accuracy, backlog, productivity, and customer satisfaction.
- Drive process improvement projects to enhance efficiency and reduce errors.
- Support automation and standardization initiatives.
Skill Requirements
Required Skills
- Strong knowledge of Order-to-Cash (O2C) processes.
- Excellent customer service and stakeholder management skills.
- Experience with ERP/CRM systems such as SAP, Salesforce, Oracle, or similar tools.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to handle multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
Other Requirements
1. Optional Certifications In Order Management Or Erp Tools Are Valuable For This Role
Preferred Qualifications
- Bachelor's degree in Business Administration, Commerce, Finance, or a related field.
- Experience in shared services, global business services, or customer operations.
Exposure to process improvement methodologies and operational excellence practices