SME-Order Management-Voice

About the Role

This hybrid night shift role focuses on specialized order management using SAP TM Order Management and Order Management Trading for global logistics operations. The subject matter expert ensures accurate order execution, timely issue resolution, and compliant documentation in a voice-based environment, supporting reliable transportation flows and enhancing customer satisfaction while aligning with company standards.

Key Responsibilities

• Manage end-to-end order life cycle in SAP TM Order Management, ensuring timely creation, updating, and closure of orders within defined service levels and quality standards.
• Execute order processing activities in a voice-based environment, responding to incoming calls and inquiries from internal teams and external partners with clear, concise information.
• Monitor order status and transportation activities, proactively identifying delays, exceptions, or data issues, and coordinating swift resolution to protect delivery commitments.
• Validate order data, including shipment details, pricing, and contractual terms in Order Management and Trading modules, ensuring accuracy, completeness, and compliance with organizational policies.
• Collaborate with logistics and transportation teams to align planned shipments with available capacity, resolving scheduling conflicts and optimizing routes for operational efficiency.
• Perform regular checks on master data and transactional records in SAP systems, detecting inconsistencies and initiating corrective actions to maintain reliable information for downstream processes.
• Support night shift operational continuity by handling escalations, documenting recurring problems, and sharing concise updates with daytime teams to enable smooth handovers.
• Apply transportation and logistics domain knowledge to interpret shipment requirements, assess feasibility, and suggest practical options that balance cost, service, and regulatory considerations.
• Communicate clearly with stakeholders over voice channels, providing status updates, explaining process steps, and guiding them through issue resolution while maintaining a professional and empathetic tone.
• Contribute to continuous improvement by capturing recurring order management pain points, proposing enhancements to workflows, and supporting testing of changes within SAP TM.
• Maintain detailed activity logs and call records that trace each order touchpoint, enabling audit readiness, performance reporting, and transparent traceability across the supply chain.
• Support adherence to company policies on data privacy, compliance, and risk management by following documented procedures for order handling, documentation retention, and incident reporting.
• Participate in hybrid work model routines, balancing onsite collaboration with remote execution while maintaining consistent productivity and availability during assigned night shift hours.

Requirements & Tech Stack

• SAP TM Order Management
• Order Management Trading modules
• SAP systems
• Voice-based environment
• Transportation and logistics domain knowledge
• SAP TM
• Hybrid work model

Qualifications

• Demonstrate strong practical experience with SAP TM Order Management, performing core tasks such as order entry, tracking, and closure while adhering to defined process controls.
• Apply hands-on exposure to Order Management Trading capabilities to manage complex order scenarios, support pricing activities, and coordinate transactional updates without errors.
• Utilize foundational knowledge of transportation management and logistics to interpret freight requirements, select viable service options, and understand basic routing and scheduling constraints.
• Show proficiency in voice-based customer or stakeholder interaction, using clear articulation, active listening, and structured questioning to resolve order-related queries efficiently.
• Exhibit solid analytical skills to review order data, detect patterns, underlying issues, and propose targeted corrective actions that prevent recurrence and support continuous improvement.
• Maintain consistent attention to detail when handling multiple orders in parallel, ensuring data accuracy, proper documentation, and timely updates in SAP and related systems.
• Adapt effectively to hybrid work arrangements and night shift schedules, managing personal productivity, communication rhythms, and collaboration practices suitable for global operations.
• Certifications Required: SAP Transportation Management certification or equivalent SAP Order Management credential preferred.