Order Management Voice process

Required Skills:

ERP Platforms Oracle SAP LN Syteline Epicor Sage Syscom (multi-system proficiency expected) CRM Salesforce Key Collaborators Supply Chain Logistics Order Management SAP KEY RESPONSIBILITIES Own and manage a portfolio of complex high-value or technically demanding customer accounts end-to-end Handle escalated order exceptions including pricing disputes supply constraints quality claims and delivery failures Review validate and resolve billing exceptions (incorrect invoices short-pays deductions) in coordination Lead coordination with freight forwarders customs brokers and logistics partners for complex international shipments including border crossing compliance Evaluate and recommend product substitutions and alternative solutions where customer requirements cannot be met as ordered Guide and validate pricing deviations contract checks and special pricing approvals in line with DOA Prepare and review detailed open order reports and proactively communicate order risk to Sales and customers Serve as the primary escalation point within the team for process exceptions ERP issues and customer relationship concerns Support new account onboarding including commercial qualification credit setup sampling coordination and product commercialisation Contribute to SOP development process documentation and knowledge transfer activities Mentor and support TMEs; provide practical guidance on complex cases and ERP navigation Identify and surface recurring issues to the Team Leader for root cause resolution and process improvement Coordinate with the Connexium/automation team on email-to-order processing queries and exceptions REQUIRED QUALIFICATIONS & EXPERIENCE 2-3 years SPE SME 5 years in customer service order management or supply chain coordination in a manufacturing or industrial environment 68 years in customer service or order management with at least 2 years in a supervisory or team lead capacity Proficiency in at least two ERP platforms(Oracle SAP LN or equivalent) Deep understanding of order-to-cash processes: order intake pricing freight customs invoicing credit/debit notes Demonstrated experience managing complex high-touch accounts with cross-functional coordination demands Strong analytical capability able to diagnose order and billing exceptions identify root causes and drive resolution Excellent written and verbal communication with the ability to manage escalations professionally Experience with EDI customer portals and international logistics documentation ( for TL) Salesforce CRM proficiency ( for TL) Ability to work effectively with ambiguity and manage multiple competing priorities PREFERRED / ADVANTAGEOUS Experience in specialty papers engineered materials or converting industries Knowledge of consignment make-to-order or make-to-hold inventory models Exposure to trade compliance export documentation or customs requirements Multilingual capability (relevant to site/region assignment) Experience contributing to SOP writing or process improvement initiatives KEY PERFORMANCE INDICATORS Escalation resolution rate and timeliness Billing exception clearance within agreed SLA Order accuracy and amendment turnaround for complex accounts Customer satisfaction and relationship health for owned portfolio Peer mentoring contribution and knowledge sharing activities

Required Education:

Education: BSC Chemistry/Diploma Safety / Chemical