Sales Operations Associate

Key Responsibilities

• Order Shipment Management
• Process order entries, modifications, and cancellations in customer systems based on seller or customer requests.
• Provide order status updates, shipment tracking, and delivery confirmation to sellers and customers.
• Monitor product availability, ATP (Available-to-Promise), and manage backorder communication.
• Product Pricing Support
• Maintain and update item data, product specifications, and new item set-up in relevant systems.
• Manage price lists, promotional pricing updates, and ensure pricing accuracy across accounts.
• Address quote requests and resolve invoice queries by coordinating with internal teams.
• Deductions Credits
• Support claims justification by gathering documentation and validating deduction details.
• Resolve EDI and pricing discrepancies through root-cause analysis and system corrections.
• Process credits, adjustments, and manage customer communication on deduction outcomes.
• General Customer Queries Escalations
• Handle customer onboarding requests, system access issues, and general account inquiries.
• Manage escalations and follow-ups to ensure timely resolution within SLA targets.
• Log, track, and update all interactions through the ticketing system ensuring full audit trail and closure.
• Intake Workflow Management
• Receive and triage inbound requests via toll-free line, dedicated mailboxes, and the seller self-service portal.
• Classify tickets by work type, urgency, and seller; route to the best-fit specialist for resolution.
• Monitor ticket ageing, flag SLA risks, and escalate proactively to supervisors as needed.

Requirements & Tech Stack

• Primary Skill: Order Management - P2
• Skills Required: Order Management
• Technologies: ERP/CRM systems (e.g., SAP, Salesforce), MS Office

Qualifications

• Any Graduation
• 2-3 years of experience in customer service, order management, inside sales support, or a B2B operations role.
• Strong working knowledge of order-to-cash processes, pricing workflows, and ERP/CRM systems.
• Excellent verbal and written communication skills with a customer-first orientation.
• Ability to multi-task across work types and manage ticket queues under defined SLAs.

About the Role

• The objective is to take on the administrative workload, approximately 75% of current seller effort, across order management, product data, pricing, deductions, and general customer queries.
• This role frees sellers to focus on selling, account management, and relationship building.
• The role operates within a structured, ticket-driven environment.
• Requires an empathetic, solution-oriented approach to every seller and customer interaction.
• Requires the ability to follow structured workflows, adhere to SLAs, and maintain accurate records.
• Requires the ability to diagnose issues across orders, pricing, and deductions with attention to detail.
• Requires proactive communication to flag risks early, provide timely updates, and collaborate with onshore sellers.
• Requires adaptability to work across multiple work types and accounts while absorbing account-specific nuances.