Sr Cust Exp Specialist

Key Responsibilities

• Process, validate, and manage customer orders through the complete order lifecycle.
• Ensure accurate order entry, modifications, and updates in SAP and SFDC systems.
• Monitor order status, expedite critical orders, and ensure SLA adherence.
• Communicate effectively with customers and internal stakeholders regarding order progress and delivery commitments.
• Review and verify pricing, product details, quantities, shipping information, and contractual requirements.
• Investigate and resolve order-related issues, exceptions, and escalations in a timely manner.
• Coordinate with Sales, Supply Chain, Logistics, Finance, and Customer Support teams to ensure smooth order fulfillment.
• Maintain accurate documentation, records, and system updates in compliance with company policies.
• Generate and analyze reports to identify order trends, backlog, process gaps, and improvement opportunities.
• Support continuous process improvement initiatives and operational excellence activities.
• Prioritize workload effectively in a fast-paced environment while meeting quality and productivity standards.

Required Skills & Qualifications

• Experience in Order Management, Customer Service, Sales Operations, or a related field.
• Working knowledge of ERP/CRM platforms such as SAP, SAP HANA, and Salesforce (SFDC).
• Strong Microsoft Office skills, particularly Excel (Pivot Tables, XLOOKUP/VLOOKUP, reporting).
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Experience working with global teams and customers is preferred.

Key Competencies

• Customer Focus
• Ownership & Accountability
• Attention to Detail
• Collaboration & Teamwork
• Adaptability & Resilience
• Continuous Learning Mindset
• Results Orientation

Preferred Experience

• 1 to 5+ years of experience in Order Management, Customer Operations, or Supply Chain Operations.
• Experience supporting North America or global customers in a night-shift environment.