O2C - Collections + Order Management (Hyderabad)

This is a remote position.

In this role, you are expected to have good knowledge of order management cycle and will be responsible for Order Management, Sales Order, Order release, returns and will trouble shoot any order related issues. We are looking for some who should be open to work in night shift.

Responsibilities

The Role demands for a highly qualified professional who can provide guidance to the team members and will be responsible for all the activities related to –

• Contacting customers and/or vendors for missing or incorrect documentation via phone/email.
  
• Contact customers and/or vendors to address missing or incorrect documentation through phone and email communication.
  
• Communicate with customers from order creation to delivery, providing updates and order modifications using the preferred communication method (phone or email).
  
• Document customer interactions, create, update, and close cases in the customer contact management system, while maintaining up-to-date customer profiles.
  
• Manage end-to-end orders, including interactions with third-party logistics organizations.
  
• Handle urgent orders, back orders, debit and credit orders, and special orders (samples, free of charge, patient assistance foundation orders).
  
• Manage orders during special circumstances, such as weather events and holidays.
  
• Enter, update, and close sales orders into the order management system (Electronic Data Interface and Manual).
  
• Manage order imports and daily reports from customer websites, clearing them for processing (e.g., IDOCs, Discontinued SKU report, Out of Balance report, case vs. Pallet report).
  
• Perform mass and individual order updates, including repricing, mode changes, ship point changes, and EDI qualifiers.
  
• Finalize orders and validate customer expected pricing with Customer sales.
  
• Collaborate with billing and collections departments to address credit holds on orders and communicate updates to Customer employees and Sales.
  
• Manage Electronic Data Interface (EDI) orders requiring manual intervention for customer and customer assistance vendor clarifications.
  
• Resolve order issues, including managing Sales Order EDI Fallout with the Customer and Sales Order IT EDI Fallout with the Customer.
  
• Execute allocation activities across multiple customers and business segments, prioritizing orders based on established methodology.
  
• Execute order release activities, managing order clearance, daily work queues, back orders, issues, cuts, overweight/underweight, and ship-withs.
  
• Source and determine orders, releasing them to assigned default shipping locations.
  
• Manage order blocks and returns, following business rules for appropriate crediting and distribution exceptions.
  
• Troubleshoot order problems and assist with distribution decisions based on rules for Sales orders.
  
• Report on customer tickets/inquiries and reasons for distribution exceptions (OS&D).
  
• Review service performance metrics, track against SLAs both internally and externally, and identify opportunities for order improvement.
  
• Identify and work on loss identifiers and improvement projects.
  
• Participate in customer initiatives, including conference calls, visits, and weekly meetings as appropriate.
  

Requirements

• Experience with Strong WebRTC platforms
  
• Experience in VoIP products based on open source projects
  
• Integration of Web and Mobile Applications with WebRtc Technologies for Audio ,Video , Screen Sharing and Meeting
  
• Knowledge WebRTC server technologies.
  
• Strong proficiency with JavaScript and Related Front end and Back end Technologies
  
• Experience in developing center products and solutions & integrating third-party or open-source solutions.
  
• Strong Communication skills.