Order Management Specialist

Job Profile

1. OMS is the First Point of Contact to Respond to Dealer queries on Calls & Emails & Support Parts Distribution Process with Branch team & other Stakeholders.
2. OMS need to manage all details through system and provide support for entire parts Journey from Order receiving to Order Delivery at Dealership end.
3. Complete Communication on Email and Phones with Internal & External Stakeholders for Customer case Resolution.
4. Understanding the problem situation and accordingly expedite the case with internal & External stake holder to get it resolved.
5. Need to make professional rapport on Calls & Emails. Needs to communicate & understand the concern for providing on time resolution.

Key role

1. Support Dealers Calls and Email Responses.
2. Order management Activities in CRM system- SAP
3. Excel Data Management & Daily Reporting
4. Work in CRM IC to manage Customer Query Subject and its classification
5. Customer Experience Management through Responsiveness & Critical Cases Monitoring
6. Stakeholders communication and Coordination to support Customer Case resolutions
7. Managing order management query on CCMS tool.