Order Management Specialist
Job Summary
The Order Management specialist is responsible for processing and maintaining customer requests within the SAP CRM system. This role serves as a key point of contact for service-related inquiries, including Total Kit Management and on-demand support. You will collaborate with internal stakeholders to resolve customer issues and ensure positive service delivery.
Responsibilities
- Manage customer requests and orders in SAP CRM
- Resolve customer escalations and inquiries
- Coordinate with internal teams for service fulfillment
- Maintain high-quality customer communication
Required Skills
- SAP/CRM experience
- Supply chain knowledge
- Strong English communication
- Order management experience
Job Details
### Key Responsibilities
- Process and maintain customer requests via emails and phone calls in SAP CRM System.
- Create and maintain quotations, opportunities, sales orders, and service cases in SAP CRM system.
- Manage customer escalations by working closely with internal stakeholders.
- Use existing procedures to problem-solve customer escalations and perform follow-ups.
- Maintain excellent communication and a positive manner in interactions with customers and internal stakeholders.
- Adhere to business, operation procedures, and financial policies.
- Act as a "One Stop Shop" for customers for any type of service requests, including Total Kit Management (TKM) Service Agreement Customers, On Demand Customers, or Labor dispatch.
- Serve as the face of Applied Materials for 24x7 call center support.
- Resolve customer issues from beginning to end by working with internal organizations including Field Engineering, Logistics, Order Fulfillment, Marketing, and Sales.
### Functional Knowledge
- Strong communication skills - written and spoken (Ability to Use Positive Language).
- Knowledge of product or service.
- Strong spoken and written English.
- Additional language skills - for multiple region support.
- SAP/CRM/Supply chain process knowledge.
### Business Expertise
- Applies general knowledge of business developed through education or past experience.
### Leadership
- No supervisory responsibilities; accountable for developing technical contributions.
### Problem Solving
- Ability to understand customer issues, research through Applied Material processes, and work with relevant teams to resolve the request.
### Impact
- Deliver positive customer experience towards Applied Material support and services.
- Provide strong support to help customer retention.
### Interpersonal Skills
- Exchanges straightforward information, asks questions, and checks for understanding.
### Additional Requirements
- Must have order management support experience.
- Must have SAP/CRM/Supply chain process knowledge.