[Remote] Order Management Agent

Note: The job is a remote job and is open to candidates in USA. HCLTech is a leading technology company seeking an Order Management Agent to process orders and handle customer inquiries with high accuracy. The role involves using deductive reasoning to make business decisions, managing escalated cases, and acting as a subject matter expert in order management.

Responsibilities

• Process simple to complex orders, and handle inquiries from the customer (Internal/external) with high accuracy and efficiency
• Use deductive reasoning to make sound business decisions and move through cases accurately
• Follow best practices and work cross-functionally with multiple teams to complete tasks and other daily job functions
• Manage escalated cases to resolution and identify and establish process gaps where they exist
• Creating and maintaining documentation
• Be the subject matter expert (SME) for all things order management
• Ensure compliance to all company and business policies and administer all open sales orders and ensure appropriate order flow
• Monitor and evaluate all order issues and resolve in discrepancies in production metrics and ensure a high level of accuracy
• Process oriented and excels at attention to detail
• Management of the communication with the sales department and other stakeholders
• Can work with minimal supervision

Skills

• Graduate with a Business or Marketing degree
• Proficient in Salesforce, SAP systems
• Good communication skills - oral and written
• Enterprise Order Management experience (end to end)
• USA citizen based in the USA
• Customer Service Experience
• Strong Decision making and Analytical Skills
• Strong oral and written communication skills
• Has experience in participating with process improvement projects (contributor/participant)
• Researching capabilities and ability to troubleshoot
• Ensure compliance to all company and business policies and administer all open sales orders and ensure appropriate order flow
• Monitor and evaluate all order issues and resolve in discrepancies in production metrics and ensure a high level of accuracy
• Process oriented and excels at attention to detail
• Management of the communication with the sales department and other stakeholders
• Can work with minimal supervision
• Sales Presentation/ Sales Talk
• Experience as an SME or Process Champion
• Experience and/or background in an Order Management Process
• Able to handle pressure and willing to do extended hours when necessary

Benefits

• Medical
• Dental
• Vision
• Pharmacy
• Life
• Accidental death & dismemberment
• Disability insurance
• Employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year

Company Overview