Order Management Analyst

Role Summary

We are looking for an Associate Customer Support Representative with experience in customer service, call center operations, or materials-related functions. The candidate will be responsible for handling customer interactions, managing order-related activities, supporting business operations, and ensuring high-quality customer service delivery.

Key Responsibilities

• Handle customer queries and provide timely resolution through calls, emails, and support systems
• Support order management activities using ERP and order processing tools
• Maintain accurate customer and operational data with strong attention to detail
• Coordinate with internal teams for issue resolution and service delivery
• Generate and maintain reports using Excel and business intelligence tools
• Ensure adherence to organizational processes and quality standards
• Manage multiple priorities and urgent requests effectively
• Support continuous improvement initiatives and operational excellence programs

Required Skills & Competencies

Technical Skills

• Understanding of business processes and systems
• Strong data entry and proofreading skills
• Knowledge of ERP systems such as Oracle
• Experience with BI tools like Power BI and QlikView
• Familiarity with order management software including MFG/PRO and PharOS
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Good typing and keyboarding skills with minimum 35 WPM speed

Functional Skills

• Strong customer communication and phone handling skills
• Good analytical and mathematical abilities
• Problem-solving and reasoning skills
• Organizational and time management skills
• Ability to adapt quickly to changing priorities
• Out-of-the-box thinking and proactive approach

Domain Knowledge

• Understanding of markets, customers, competitors, and products
• Awareness of business excellence and quality requirements