Analyst - Order Management - Lead to Cash

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet · Kundframgång

I korthet

The Analyst/SME is responsible for managing end-to-end Order-to-Cash (O2C) processes, ensuring high customer satisfaction and operational excellence. This role involves handling customer orders, resolving escalations, coordinating with cross-functional teams, and driving process improvements with expertise in O2C activities.

Ansvarsområden

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 for seamless order fulfillment.
Monitor order status and proactively resolve issues impacting order delivery.
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.
Handle end-to-end O2C activities including Order Entry, Validation, Returns, Replacements, Credit/Rebill Requests, Invoice Generation, Claims Management, and Customer Account Maintenance.
Serve as a process expert and first point of contact for complex transactions and escalations.
Provide guidance, coaching, and knowledge support to team members.
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.

Krav

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.

Önskade kvalifikationer

Optional certifications in Order Management or ERP tools are valuable for this role.
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.

Förmåner

Opportunity to supercharge your potential and find your career.
Work at a place that puts its people first.
Be part of a global technology company with over 223,000 people across 60 countries.
Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Färdigheter

Order-to-Cash (O2C)SAPSalesforceOracleMicrosoft ExcelMicrosoft PowerPoint

#Order Management#Lead to Cash#Order-to-Cash#O2C#ERP#CRM#Customer Service#Stakeholder Management#Process Improvement#Reporting#SLA

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

Se alla lediga jobb hos HCLTech Läs mer om HCLTech Webbplats