| COGNIZANT IS HIRING| ROLE:SME Order Management with SAP Experience| LOCATION : BENGALURU|

Note: Voice & Accent is Elimination Round (Communication which is Error free and MTI Free is required with international client handling experience)

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 with Finance and Credit Control
• 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 to Sales and customers
• Serve as the primary escalation point within the team for process exceptions, ERP issues, and customer relationship concerns
• Support new account onboarding including commercial qualification, credit setup, sampling coordination, and product commercialisation
• Contribute to SOP development, process documentation, and knowledge transfer activities
• Mentor and support TMEs; provide practical guidance on complex cases and ERP navigation
• Identify and surface recurring issues to the Team Leader for root cause resolution and process improvement
• Coordinate with the Connexium/automation team on email-to-order processing queries and exceptions

REQUIRED QUALIFICATIONS & EXPERIENCE

• 5+ years in customer service, order management, or supply chain coordination in a manufacturing or industrial environment
• Proficiency in at least two ERP platforms used by Mativ (Oracle, SAP, LN, or equivalent)
• Deep understanding of order-to-cash processes: order intake, pricing, freight, customs, invoicing, credit/debit notes
• Demonstrated experience managing complex, high-touch accounts with cross-functional coordination demands
• Strong analytical capability able to diagnose order and billing exceptions, identify root causes, and drive resolution
• Excellent written and verbal communication with the ability to manage escalations professionally
• Experience with EDI, customer portals, and international logistics documentation
• Salesforce CRM proficiency
• Ability to work effectively with ambiguity and manage multiple competing priorities

PREFERRED / ADVANTAGEOUS

• Experience in specialty papers, engineered materials, or converting industries
• Knowledge of consignment, make-to-order, or make-to-hold inventory models
• Exposure to trade compliance, export documentation, or customs requirements
• Multilingual capability (relevant to site/region assignment)
• Experience contributing to SOP writing or process improvement initiatives

KEY PERFORMANCE INDICATORS

• Escalation resolution rate and timeliness
• Billing exception clearance within agreed SLA
• Order accuracy and amendment turnaround for complex accounts
• Customer satisfaction and relationship health for owned portfolio
• Peer mentoring contribution and knowledge sharing activities