Job Summary: We are seeking an organized, detail-oriented, and customer-focused Order Manager with Customer Support responsibilities to join our team. In this role, you will oversee the entire order lifecycle, from order receipt to fulfillment, while ensuring exceptional customer service throughout the process. The Order Manager will be the primary point of contact for both internal teams and customers, working to resolve issues, track orders, and provide accurate information regarding products, shipments, and returns.
Key Responsibilities:
Order Management:
Oversee and manage the processing of customer orders through the company’s order management system (OMS).
Ensure that all orders are accurate, complete, and processed in a timely manner.
Monitor inventory levels to ensure that stock is available for fulfillment and proactively manage backorders.
Coordinate with the shipping and logistics teams to ensure timely delivery of products.
Process and track special requests, custom orders, or changes to existing orders.
Collaborate with procurement or inventory teams to handle order discrepancies or out-of-stock issues.
Customer Support:
Serve as the primary point of contact for customers regarding order-related inquiries, including order status, tracking information, shipping delays, returns, and refunds.
Resolve customer issues in a timely, professional, and courteous manner while maintaining a high level of customer satisfaction.
Handle customer complaints, identify root causes, and take corrective actions to prevent similar issues in the future.
Provide detailed product and order information to customers, ensuring they understand the process, expected delivery timelines, and return/exchange policies.
Assist customers with the cancellation or modification of orders where applicable.
Communication & Coordination:
Act as a liaison between the customer service, sales, inventory, and shipping departments to ensure a seamless flow of information regarding customer orders.
Communicate order updates, delays, or issues to customers proactively and professionally.
Work with the finance department to address billing discrepancies, resolve payment issues, or process refunds as needed.
Notify customers of any stock issues, delayed shipments, or other potential issues affecting their order.
Process Improvement:
Continuously review and analyze the order management process to identify areas for improvement in efficiency and customer satisfaction.
Recommend and implement new procedures or best practices to improve the customer experience and streamline order management.
Maintain up-to-date knowledge of products, services, and order management software to provide the most accurate and efficient service.
Reporting & Data Management:
Maintain detailed records of customer interactions, order statuses, issues, and resolutions using CRM or order management tools.
Generate and analyze reports on order trends, customer satisfaction, and issues to provide insights for management and operational improvements.
Track and report on KPIs such as order accuracy, fulfillment time, customer satisfaction, and resolution time for customer issues.
Qualifications:
Education:High school diploma or equivalent; a bachelor’s degree in business, logistics, or a related field is preferred.
Experience:
Minimum of 2-3 years of experience in order management, customer service, or a related role.
Experience with order management systems (OMS), CRM platforms, and/or ERP systems is a plus.
Proven ability to handle customer issues and complaints with professionalism and empathy.
Strong understanding of supply chain processes and order fulfillment logistics is a plus.
Skills and Competencies:
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Problem-solving and critical thinking skills to resolve issues efficiently.
Ability to work independently and as part of a team.
High attention to detail and accuracy.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and order management software.
Ability to work in a fast-paced environment and manage multiple priorities.
A customer-centric approach with a focus on delivering exceptional service.
Personal Attributes:
Proactive and solution-oriented.
Adaptable and able to manage change in a dynamic environment.
Strong interpersonal skills and the ability to build relationships with customers, suppliers, and colleagues.
Empathetic and patient, particularly when dealing with frustrated or upset customers.
Working Conditions:
This is a full-time position with standard office hours. Flexibility may be required during peak seasons or to accommodate urgent customer needs.
The role may involve remote work or be office-based, depending on company policies and location.
Occasional overtime may be required during high-demand periods or special order events.
Compensation & Benefits:
Competitive salary based on experience.
Comprehensive benefits package, including health insurance, retirement plans, paid time off, and professional development opportunities.
Opportunities for career advancement and growth within the organization.
Salary : 60 K (PKR) Start – 80 K (PKR) After 3 Months – 10% (PKR) Add Every Year.
