Order Management Specialist

Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
Manager Returns is responsible for developing, implementing, and maintaining returns procedures and policies to ensure operational efficiency and compliance. This role involves regularly reviewing internal policies, monitoring team performance, and ensuring the accurate generation of reports and processes to support return operations. Liaise with internal departments and external vendors to foster effective communication and relationships, facilitating smooth and timely return processes.
What you will do as the Order Management Specialist:
Execute Supply Chain’s Order Management practice in PK, to ensure fulfillment of Sales and client order management requirements via CRM case submissions
What you’ll do as the Order Management Specialist:
Employees employed in the role of Order Management Specialist shall be required to apply their independent minds and demonstrate intellectual abilities in their decision-making.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Intake, triage, and execute order management activities via CRM cases
Reactive to Sales CRM input/requests
Draft, maintain, and utilize a library of Standardized Complete Responses (SCRs)
Pre-validated, best-in-class case responses
Standardized for efficiency of use and quality of response
Collaborate closely with Procurement, Sales, vendors, and others to achieve desired client outcomes.
Process:
List critical processes this individual will undertake to achieve targeted results.
Utilize CRM case management functions expertly to address various case types:
Case Types:
Cancel Order
Duplicate Shipment
General Question
Improve ETS Date
Lost or Missing Shipment
Modify Order
Order Status
Post Sales Product Issue
Reroute Pickup
Bulk Modify/Cancel
Coordinate and execute all aspects of order management, utilizing existing tools:
CRM SO management
AX PO management
Vendor portals and relationships
Audit case responses to ensure SCR usage
Identify novel scenarios requiring new SCRs to be drafted
Modify existing SCRs to better account for variability in reality
Apply best practices when drafting one-off communications that respect the design and communication guidelines informing SCR creation
Act as a coordinator between disparate stakeholder groups to drive case-requested outcomes
Maintain positive working relationships across our supply chain (including OEMs and distribution partners) and client management teams to
Provide coaching to case requestors to:
Improve future submissions for clarity
Reduce unnecessary or inappropriate case submissions
Ensure appropriate reliance on self-serve data, where available
Translate vendor and sales communications bidirectionally to ensure correct understanding and minimize “telephone game” mistakes
Keep all parties focused on concrete, achievable results, while identifying and escalating opportunities for process or practice improvements
What you will bring to the team:
Education:
BA/BS degree required.
Required Experience:
2+years experience required in Order Management, Project Management or Customer Management
Working knowledge of purchasing, inventory management and order fulfillment
Ability to learn, perform and optimize complex interrelated processes
Intermediate knowledge of MS Word, PowerPoint and Excel required
Must work with a sense of urgency and excel in a dynamic, fast-paced business environment
Candidate must have the ability to manage project timelines and stakeholder action items
Utilize interpersonal awareness to develop and maintain strong working relationships across all levels of business
Ability to develop and implement creative solutions and influence others in their adoption
Attention to detail
Ability to work independently
Excellent verbal and written communication skills
Experience in handling a high volume of inbound inquiries
Excellent customer focus
“The Buck Stops Here” attitude
Ability to work extra hours during the end of the month or end of the quarter if necessary
Zones offers a comprehensive Benefits package
At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provide a dynamic and collaborative environment to help you grow your career.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Shift Timings: 8:00 PM to 05:00 AM (PK Time)