Description
Job Summary:
A Customer Order Execution Analyst is responsible for managing and overseeing the end-to-end process of customer orders to ensure timely and accurate delivery. The role involves coordinating with internal teams such as sales supply chain logistics and customer service to track orders resolve issues and meet customer expectations. Analysts use ERP and order management systems to monitor progress identify bottlenecks and maintain smooth operations. Strong communication attention to detail and problem-solving skills are essential for success in this role.
In This Role Your Responsibilities Will Be:
Customer-Centric Order Management & Relationship Building ((Africa - French-speaking Others)
- Act as the primary point of contact for customers within the order management (book to cash) ensuring a responsive professional and determined experience.
- Drive customer satisfaction by proactively managing KPIs across documentation delivery accuracy invoicing and issue resolution with a focus on eliminating recurring problems
- Manage customer-specific requirements and processes (e.g. regulatory needs like Form M portal interactions and delivery protocols) into clear internal actions to ensure compliant and seamless execution.
- Lead critical issue management with full ownership and coordination across internal teams factories finance and logistics team maintaining visibility and customer trust.
- Collaborate with Sales and ISE to turn operational performance into improved customer loyalty and long-term business growth.
- Analyze feedback and complaints to identify root causes and drive cross-functional improvements that enhance customer experience and operational reliability.
Order Monitoring & Accuracy:
- Monitor and drive booking accuracy by ensuring all customer orders are entered validated and booked correctly in the system in line with contractual and operational standards.
- Track OA SLA compliance (Order Acknowledgement Service Level Agreement) to ensure customers receive timely acknowledgements and visibility on order status.
- Monitor overall order flow identifying and addressing bottlenecks in the order lifecyclefrom booking through fulfillmentto support timely and efficient execution.
- Track backlog (BL) and reduce overdue BLs through proactive follow-up with factories planners and logistics teams ensuring readiness and prioritization of pending orders.
- Monitor Red-light SLA performance identifying aged or stalled orders and driving cross-functional actions to resolve blockers and restore flow.
- Ensure clean and timely invoicing by monitoring the Invoicing SLA resolving documentation gaps or data inconsistencies and partnering with the Finance and Customer Service teams to maintain a high standard of invoice accuracy.
System & Process Optimization:
- Drive accuracy in system updates (shipment dates GRNs FCRs) and maintain audit-ready records
- Support continuous process improvements by identifying gaps and proposing automation or efficiency initiatives
- Partner with cross-functional teams to implement preventive controls that reduce recurring customer complaints and ensure a consistent order-to-cash experience
- Proactively coordinating with internal teams to meet customer expectations and resolve any order-related issues promptly
- Participate in strategic discussions about order prioritization critical customer requirements and fulfillment constraints
- Manage the Late Reason Code (LRC) process by supervising key metrics and creating action plans to address issues.
- Manage and own the sales POR of the respective accounts ensuring effective communication between sales and order management teams.
- Managing customer communication on the requirements related to LC and CAD to ensure seamless execution
Compliance Finance & Dispute Resolution
- Collaborate closely with the Finance team to identify and resolve credit-related issues preventing order processing or shipment
- Adhere to customer-specific requirements and standards ensuring compliance with local and international trade regulations
- Address customer complaints (e.g. goodwill orders) with a focus on root cause analysis and driving resolution through internal coordination
- Effectively manage and resolve disputes that arise during the order fulfillment process.
Who you are
- Customer focus
- Committed: They are focused on achieving outcomes overcoming obstacles and pushing the team toward performance goals through hands-on leadership and decisive action.
- Problem Solving:
For this Role You Will Need:
- Bachelors degree
- 35 years experience in order management supply chain or customer operations
- Experience managing operations for French-speaking African countries and Other Africa is a strong advantage
- Proficient in Excel and data analytics tools to interpret operational metrics and propose actions
Preferred Qualifications that Set You Apart:
- Proficiency in ERP systems (e.g. Oracle) and CRM tools
- Strong understanding of export documentation (e.g. Form M LC CAD bank domiciliation FCRs GRNs)
- Solid grasp of Order to Cash (O2C) processes and critical metric tracking (OA SLA Red-light SLA Backlog Invoicing SLA LRC POR)
Our Culture & Commitment to You!
At Emerson we prioritize a workplace where every employee is valued respected and empowered to grow. We foster an environment that encourages innovation collaboration and diverse perspectivesbecause we know that great ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship training or leadership opportunities we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing flexible competitive benefits plans to meet you and your familys physical mental financial and social needs. We provide medical insurance plans Employee Assistance Program tuition reimbursement employee resource groups recognition and much more. Our culture prioritizes work-life balance and offers flexible time off plans including paid parental leave (maternal and paternal) vacation and holiday leave.
Our training programs and initiatives focus on end-to end development from onboarding through senior leadership. We provide a wide range of development opportunities including face-to-face and virtual training mentorship and coaching project management and on-the-job training.
Adhere to Health Safety & Environment policies as laid by the organization.
Required Experience:
IC
Key Skills Acting,Anti Money Laundering,Electrical Designing,Marketing & Promotions,Dsp,Immigration
Employment Type : Full-Time
Department / Functional Area: Customer Service
Experience: years
Vacancy: 1