Order Management and Customer Service Specialist

Specialist - OM & CS

Role Summary

The Specialist – Order Management is responsible for end-to-end order processing and customer service activities within the MANN+HUMMEL Shared Service Centre in India. The role combines strong Opportunity-to-Cash (O2C) operations expertise with exposure to RPA, OCR, and small-scale automation initiatives to improve efficiency, accuracy, and customer experience.

Main Tasks

Order Management & Customer Service

• Receive, validate, and process customer orders (manual, EDI, and portal-based).
• Confirm order details, delivery dates, pricing, and agreements.
• Proactively manage backorders including aging, partial shipments, substitutions, and delivery date adjustments within defined guidelines.
• Monitor order exceptions, returns, credit notes, and price disputes.
• Track customer order deliveries and provide timely, proactive communication.
• Act as a key communication link between customers, sales, planning, logistics, and finance teams.
• Handle customer inquiries and complaints; route complex or technical issues to relevant stakeholders.

Automation, RPA & Digital Enablement

• Support and work with RPA bots for order entry, order confirmation, reporting, and related processes.
• Ensure stable performance of live automations and minimize manual intervention.
• Perform immediate corrective actions in case of bot failures; conduct Root Cause Analysis (RCA) and define preventive actions.
• Identify manual, repetitive tasks suitable for automation and propose improvement ideas.
• Support small automation or low-code initiatives in collaboration with IT and Smart Automation teams.
• Liaise with automation developers from Process Design (PDD) to Go-Live and stabilization phases.
• Prepare and publish weekly automation status reports.
• Support OCR / Intelligent Document Processing (IDP) solutions for order intake.
• Price dispute management

Tools & Systems Exposure

• SAP (SD/S4Hana mandatory; FICO preferred)
• Customer portals and EDI platforms
• ServiceNow or similar ticketing tools
• RPA platforms (UiPath, Automation Anywhere, Blue Prism, or similar)
• OCR / IDP tools
• Analytics and process tools (e.g., Celonis)
• Logistics systems (e.g., DHL systems)

Job Requirements (Qualifications, Skills, Experience)

Education

• Bachelor’s degree in BCA, B.Sc. Computer Science, B.Tech (RPA/IT), or equivalent.

Experience

• 0–3 years of experience in Order Management, Customer Service, or O2C operations.
• Hands-on or support experience in RPA / automation initiatives.
• Experience in a Shared Service Centre environment with SLA and KPI-driven operations.

Skills

• SAP SD/S4Hana (mandatory); FICO is an added advantage
• MS Office (Excel, PowerPoint, Word, Visio)
• Basic reporting and data analysis skills
• Experience in UAT or hypercare phases of automation projects (preferred)

Work Conditions

• Willingness to work in a 24x5 shift model
• Flexibility to adapt to changing business requirements and stretch assignments

Reporting Line

• Reports to: Team Leader – Order to Cash
• Direct Reports: As per current organizational structure

Experience Level

Senior Level