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We are seeking a detail-oriented individual to manage end-to-end order and service operations while supporting global business stakeholders, partners, and vendors. The role involves managing supply chain requests, offering help desk support, providing timely updates, coordinating escalations, and ensuring service-level commitments are consistently met. The individual will work collaboratively across teams to ensure efficient issue resolution and excellent customer experience.
Job Responsibility:
Manage order lifecycle activities including validation, fulfilment, tracking, updates, customer notifications, forecasting, reporting, and stock-related processes
Engage with internal and external stakeholders such as manufacturers, partners, IT teams, and operational groups to support seamless service delivery
Provide help desk support including basic troubleshooting, logging tickets, resolving incidents and service requests, and ensuring first-contact resolution where possible
Handle inbound and outbound communication through calls and emails, delivering timely and clear information to customers
Maintain documentation for new processes or updates and support continuous process improvements
Prepare weekly reviews, dashboards, and performance reporting
Escalate issues appropriately to ensure SLA adherence and improved customer experience
Work collaboratively within the team and support peers through knowledge sharing and coaching
Requirements:
Excellent communication abilities and comfortable interacting with diverse stakeholders
Strong problem-solving skills and at ease working under pressure
2–3 years of experience in Supply Chain Management, Order Management, or related service desk functions
Proficient with workflow or ticketing tools and familiar with call logging systems
Foundational ITIL knowledge (certification is an advantage)
Effective teamwork, task ownership, and customer-centric thinking
Experience supporting L1/L2 service desk operations