Merck KGaA
Analyst - Order Management
Job Description
Title: Analyst – Order ManagementLocation: Bangalore – Electronic City SCOPE OF RESPONSIBILITY / PURPOSE OF THE POSITION:Process Orders, Quotes from various countries. Send required and provide the ETA/availability to customers as requested. Assign the customer request to related team. ESSENTIAL JOB FUNCTIONS:The purpose of this position is to provide support to both internal and external customers, orders and quotations received via various sales channels. There will be occasions where you will solve situations related to orders, shipments, or other customer related matters. The Commercial Service Rep will need to research and maintain customer account information within the appropriate system. They will also investigate, process and record lost or damaged orders, non-product complaints, credit and/or rebill requests. Work as a team to support the organization as per business requirement.Process service complaints in Trackwise and ERP.Hands on experience in ERP system SAP, Oracle and CRM tool SFDC.Knowledge of order management process and the concept of creating debit & credit.Partner with team to deliver quality services, enhance operational efficiencies.Customer focused approach.Process customer documentation requests.Process Leads in SFDC. QUALIFICATIONS AND RELEVANT EXPERIENCE:Any Bachelor’s Degree from recognized university.Preferably with relevant experience in SFDC, SAP, Oracle.Experience in Order Management / Service Complaints with 1-2 experience is preferred. OTHERS – As applicable ( Eg. Behavioral and other Competencies etc.)Should possess basic knowledge of SFDC Functional Knowledge and ERP (SAP& Oracle) User Knowledge.Hands-on experience on ERP’s like SAP, Oracle, Trackwise.Should possess basic knowledge of Microsoft Office (Word, Excel, PowerPoint)
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