Order Management Specialist or Customer Service Representative

Job Title

Order Management Specialist / Customer Service Representative (CSR)

Company Industry

IT / Software Services / Electronics / Telecommunications

Job Description

Role Overview: We are seeking a detail-oriented and collaborative Order Management / Customer Service Representative (CSR) to join our Global Customer Operations team. In this role, you will be responsible for end-to-end order booking, validation, software license execution, and invoice readiness while ensuring continuous coordination across Sales, Finance, IT, and Licensing teams.

Key Responsibilities

• Order Booking & Validation: Review and validate Purchase Orders (PO/PA) against approved quotes/contracts. Book orders in Salesforce while ensuring full compliance with commercial, revenue, export, and tax guidelines.
• Order Corrections & Amendments: Assess change requests and execute approved corrections in Salesforce, KSM, and Oracle Cloud.
• Software Licensing & Delivery: Generate and validate software licenses using Keysight Software Manager (KSM). Track license delivery statuses (Pending, Completed, Failed) via Oracle Cloud. Issue temporary licenses adhering strictly to compliance and approval guidelines.
• Invoice Readiness & Tax Compliance: Ensure orders are invoicing-ready with accurate commercial parameters, including correct VAT/GST and local tax compliance. Support invoice creation, credit notes, and corrections.
• Compliance & Credit Operations: Identify credit holds, extended payment terms, or KYC requirements and coordinate with Credit Analysts to clear orders.
• Cross-Functional Stakeholder Coordination: Act as a central liaison between Sales, Finance, Global Customer Service, IT, and Licensing. Provide structured updates and root-cause analysis on escalations.
• Data Quality & Reporting: Maintain high data integrity across Salesforce, KSM, and Oracle Cloud. Conduct interim reporting to detect operational, licensing, or order risks early. Maintain audit-ready transactional documentation.
• Salesforce Administration & Sales Support: Assist Sales with opportunity, account, order, and data maintenance within Salesforce. Support forecasting and pipeline readiness during month-end and quarter-end close.

Out of Scope for this Role

• Deal/pricing negotiations or margin approvals.
• Policy ownership, governance, or system defect resolution.
• Direct external customer/partner negotiation (Internal stakeholder liaison focus).

Desired Candidate Profile

• Experience: 2 to 6 years of experience in Order Management, Customer Operations, or Sales Operations (preferably in Enterprise Software, Technology, or Hardware sectors).

• Core Technical Skills:
• Hands-on proficiency in Salesforce (CRM) and Oracle Cloud / ERP systems.
• Familiarity with software licensing systems (e.g., KSM) or digital entitlement platforms.
• Strong understanding of commercial terms, VAT/GST compliance, and invoicing parameters.

• Soft Skills:
• Excellent structured communication and stakeholder management skills.
• High attention to detail and strong data validation/analytical mindset.
• Ability to perform under pressure during month-end/quarter-end close cycles.