Order Management Voice process

ERP Platforms Oracle, SAP, LN, Syteline, Epicor, Sage, Syscom (multi-system proficiency expected) CRM Salesforce Key Collaborators Supply Chain, Logistics Order Management SAP KEY RESPONSIBILITIES Own and manage a portfolio of complex, high-value, or technically demanding customer accounts end-to-end Handle escalated order exceptions including pricing disputes, supply constraints, quality claims, and delivery failures Review, validate, and resolve billing exceptions (incorrect invoices, short-pays, deductions) in coordination Lead coordination with freight forwarders, customs brokers, and logistics partners for complex international shipments including border crossing compliance Evaluate and recommend product substitutions and alternative solutions where customer requirements cannot be met as ordered Guide and validate pricing deviations, contract checks, and special pricing approvals in line with DOA Prepare and review detailed open order reports and proactively communicate order risk...