About this role
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
The Order Entry Specialist will be responsible for processing and managing customer orders/quotes/RMA/Status, ensuring accuracy, timeliness, and customer satisfaction.
The ideal candidate should have strong organizational skills, excellent communication abilities, and a commitment to delivering high-quality service to our customers.
Order Processing and Management
- Monitor daily order management activities to ensure accuracy and efficiency.
- Ensure customer orders are entered, validated, and processed within agreed timelines.
- Review and approve exception orders when required.
- Manage order backlogs and workload distribution across the team.
- Ensure adherence to standard operating procedures (SOPs).
1- Process incoming customer orders accurately and efficiently using order management systems.
2- Review orders for completeness, accuracy, and compliance with company policies and procedures.
3- Communicate order status, shipment details and delivery updates to customers in a timely manner.
4- Resolve order discrepancies, pricing issues, and delivery delays in collaboration with relevant team.
5- Maintain accurate records of customer orders and transactions.
6- Respond promptly to customer inquiries and provide exceptional service and support.
7- Identify opportunities for process improvements and efficiencies in order management workflows.
8- Adhere to established service level agreements (SLAs) and performance metrics for order processing and fulfillment.
9- Responsible for end-to-end Quotes, Order processing, Order Rejections and Status.
Team Management and LeaderShip
- Lead, coach, and develop Order Management Specialists.
- Conduct regular team meetings and performance reviews.
- Set individual and team objectives aligned with business goals.
- Provide guidance on complex order-related issues.
- Identify training needs and support employee development.
- Foster a positive, collaborative, and customer-focused work environment.
- Order Entry Accuracy (%)
- SLA Adherence (%)
- On-Time Order Processing (%)
- Backlog Aging
- Productivity per FTE
- Customer Satisfaction Score (CSAT)
- First-Time Right Processing (%)
- Escalation Resolution Time
- Employee Engagement Score
- Team Attrition Rate
1- Graduate
2- Candidate should have excellent communication skills.
3- Basic Computer Knowledge and Knowledge of MS Excel.
4- Should have experience in using Oracle and CRM (Not applicable for freshers).
5- Should be comfortable working in night shift (US Shift).
6- Should not have issues working from office, No WFH.