Bilingual

• The Order Management Specialist is responsible for tracking and supporting the sales order cycle (from order to delivery), ensuring smooth order execution and revenue recognition based on current and future policies, procedures, and guidelines.
• Acts as a brand ambassador across the company’s functional units, including training support staff at all levels when required.
• Makes recommendations to processes and systems to improve customer service delivery and reduce costs through analysis and feedback collected from various sources (customer surveys, internal surveys, training/feedback sessions, call center KPI data, Salesforce, etc.).
• Responsible for handling internal or external L2 escalations, including ongoing follow-up with customers and key internal stakeholders.
• Resolve all escalated customer and stakeholder inquiries in accordance with prescribed service levels, leveraging internal knowledge, training, and RBH tools.
• Coordinate with other internal departments to facilitate resolution of issues related to order status, billing, ship dates, product availability, discounts, quality issues, and damaged or mis-shipped products.
• Deliver a superior customer experience in every interaction with stakeholders, meeting or exceeding internal customer expectations.

Order Management Specialist, Bilingual

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