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Specialist - OM & CS

Location: 

Bangalore, IN, 560022

Date:  May 21, 2026
Posting Date: 
Job Area:  Other
Job Level:  Experienced

Role Summary

OM & CS Specialist with French proficiency responsible for managing end-to-end Order Management and customer support to English and French-speaking customers. Responsible for end-to-end order management and customer support, ensuring accurate processing, timely delivery, and effective resolution of customer queries while collaborating across teams and maintaining high service standards.

Main Tasks

Operational Duties:

  • Process and manage complex customer orders, inquiries, and complaints end-to-end
  • Enter and validate orders in ERP systems (SAP/S4 HANA or equivalent) including pricing, availability, and order details
  • Manage complete order lifecycle: order entry → confirmation → fulfillment → delivery tracking
  • Handle order exceptions such as changes, cancellations, returns (RGA), and credit notes
  • Monitor open orders/backorders and proactively resolve delays
  • Act as the primary customer interface via email/calls and provide timely updates on order, shipment, and delivery status
  • Resolve customer issues and escalations with a solution-oriented approach while meeting SLA targets
  • Collaborate with Sales, Logistics, Finance, and Supply Chain for order fulfillment and issue resolution
  • Manage customer portals, EDI orders, and ensure accurate order confirmations
  • Maintain compliance with pricing agreements, company policies, and audit requirements
  • Identify process gaps and support automation initiatives (RPA/AI-enabled processes)

Key Accountabilities (Order Management)

  • Act as the primary contact for French-speaking customers and Sales Managers
  • Order entry (manual & EDI) and validation
  • Order confirmation and delivery note creation
  • Backorder and exception management
  • Returns (RGA) and credit note processing
  • Price validation and dispute resolution
  • Customer order tracking and communication
  • Customer portal management

Job Requirements (Qualifications, Skills, Experience)

  • Bachelor’s degree in  French Language/Business Administration, Commerce, or related field
  • Should be able to comprehend, speak and write in both Canadian and European French
  • French Language certification from an accredited institution
  • 0–3 years of experience in Order-to-Cash / Order Management / Customer Service
  • Working knowledge of SAP (SD/S4 HANA preferred) and MS Office (Excel, PowerPoint, Word)
  • Exposure to Shared Services environment (SLA/KPI-driven, ticketing tools) preferred
  • Basic understanding of reporting, data analysis, or controlling is an advantage
  • Willingness to work in flexible shifts (including night shifts/24x5 model)
  • Knowledge of RPA/AI tools is an added advantage

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