Order Management Specialist

JOB DESCRIPTION AND RESPONSIBILITIES

• Understand and manage each customer’s expectations in line with the Service Level Agreement (SLA) and Key Performance Indicators (KPI).
• Process customer orders accurately and efficiently.
• Execute order management functions, from order entry to shipment fulfillment.
• Manage the end-to-end tracking of orders as per assigned account/Market Unit and ensure timely delivery.
• Provide timely Order Status Report to Vertiv Distributors and Sales.
• Maintain updated records of orders, suppliers, and customers.
• Coordinate with sales, logistics, product, pricing and warehousing teams to streamline operations.
• Resolve issues related to orders, returns, and exchanges.
• Utilize order management systems to track and manage orders.
• Communicate with customers regarding order status and inquiries.
• Regularly update and verify sales order records to reflect correct details (Customer Requested Delivery Date and Scheduled Ship Date).
• Coordinate with backend support, internal and external customers and ensure to address operations and order related concerns.
• Coordinate with distributor’s Product Manager, Logistics and Nominated Forwarder to ensure smooth and efficient order fulfillment.
• Monitor and track complete billing transactions for all dispatched shipments to ensure accuracy and compliance.
• Identify areas for process improvement and recommend solutions to enhance efficiency.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :

• Order Processing & Fulfillment – Knowledge of order lifecycle, from placement to delivery.
• Supply Chain & Logistics – Awareness of inventory management, procurement, and distribution.
• Enterprise Resource Planning (ERP) Systems – Familiarity with ERP software to streamline operations.
• Regulatory Compliance – Understanding industry-specific regulations and policies.
• Customer Service – Ability to handle inquiries, resolve complaints, and ensure customer satisfaction
• Problem-Solving – Identifying and resolving issues efficiently
• Analytical Thinking – Reviewing sales data, customer records, and inventory levels to optimize processes
• Communication & Negotiation – Strong verbal and written skills for interacting with customers and suppliers
• Technical Proficiency – Using software tools for tracking orders, managing inventory, and processing returns.
• Attention to Detail – Ensuring accuracy in order entry and fulfillment
• Multitasking – Managing multiple orders and customer requests simultaneously
• Decision-Making – Making informed choices to improve efficiency and customer satisfaction
• Adaptability – Adjusting to changing customer demands and business needs
• Collaboration – Working with different departments to ensure smooth operations
• Time Management – Prioritizing tasks to meet deadlines and maintain workflow

EDUCATION AND EXPERIENCE :

• Bachelor’s degree of any 4-year Course
• Diploma in Supply Chain Management is an advantage but not mandatory
• 3-year experience in Order Management, Sales Operations or Customer Management Operations.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS : Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.

OUR STRATEGIC PRIORITIES
Customer Focus
Operational Excellence
High-Performance Culture
Innovation
Financial Strength

OUR BEHAVIORS
Own It
Act With Urgency
Foster a Customer-First Mindset
Think Big and Execute
Lead by Example
Drive Continuous Improvement
Learn and Seek Out Development