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.
