Analyst - Order Management - Lead to Cash

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