Order Management/CSR - Detailed Roles & Responsibilities
(Aligned with GCO-Regional CCC Model)
1. Order Booking & Validation
* Review and validate Purchase orders (PO/PA) against approved Quotes and contracts. * Book orders in Salesforce in compliance with commercial, revenue, export, and tax requirements. * Serve as first point of contact for order-related clarifications.
2. Order Corrections & Amendments
* Assess impact of change requests on orders, licenses, and invoices.
* Execute approved corrections in Salesforce, KSM, and Oracle Cloud.
* Coordinate escalations with Sales, Finance, and IT as required.
3. License Execution & Delivery
* Generate and validate software licenses using (Note: for CAE, change expected as licensing delivery transitions to a self-service model).
* Ensure accuracy of entitlement parameters and successful customer delivery.
* Generate temporary licenses based on justified business needs, strictly following official Licensing guidelines, approval processes, and compliance requirements.
* Track and manage software and license delivery status across systems, including monitoring orchestration progress via the Oracle Cloud Self-Service page to ensure timely delivery. (For: ODE)
* Monitor delivery statuses (Pending, Completed, Failed) and ensure visibility of delivery progress. (For: ODE) * Coordinate with Sales, Licensing, and IT teams to investigate and resolve delivery-related issues. * Troubleshoot basic license issues and escalate complex cases.
4. Invoice Readiness & Management
* Ensure orders are invoicing-ready with correct commercial parameters.
* Support timely invoice creation and corrections, including credit notes.
* Ensure VAT/GST and local tax compliance in invoicing.
5. Compliance, Credit & KYC Execution
* Identify credit holds, extended payment terms, or KYC requirements.
* Ensure orders are booked only after required approvals are obtained.
* Coordinate with Credit Analysts and Compliance teams.
6. Stakeholder Coordination & Communication
* Act as liaison between Global Customer Service, Sales, Finance, IT, and Licensing. * Provide structured status updates and root-cause-based escalations.
* Promote a One collaboration mindset.
7. Data Quality & System Integrity
* Ensure accuracy of data related to customer, quote, opportunity, and order across Salesforce, KSM, and Oracle Cloud.
* Validate data completeness and consistency before order processing. If necessary, work with relevant teams (CMD, Sales, Credit & Collections, and KSM).
* Maintain audit-ready documentation and transactional traceability.
* Reporting & Early Issue Detection: Perform interim reporting and data analysis to proactively detect operational, licensing, or order-related risks and anomalies until standardized Global detection pages and dashboards are available.
8. Process Improvement & Knowledge Sharing
* Identify recurring operational issues and suggest improvements.
* Contribute to SOPs, training material, and documentation.
* Support onboarding and knowledge transfer within the team.
9. Forecast & Pipeline Support
* Support accurate forecasting by ensuring order readiness and clean bookings.
* Highlight risks or delays that may impact revenue recognition or forecast accuracy. * Collaborate with Sales and Finance during month- and quarter-end close.
10. Sales Support & Salesforce Administration
* Provide comprehensive support to Sales by handling Salesforce-related activities and responding to administrative requests, including account, opportunity, order, and data maintenance needs.
Scope Note - ODE Hardware Order Booking
* ODE HW order booking support is currently performed by dedicated resources. This responsibility shall remain as a separate responsibility for identified individuals in the 3 GEO.
Out of Scope
* Deal negotiation, pricing decisions, or margin approvals.
* System architecture, automation design, or defect resolution.
* Policy ownership or governance decision-making.
* Interface with external agencies - customers, partners, distributors.
