Tier 2 Order Management Specialist (IC20)
Role Purpose
The Tier 2 Order Management Specialist (IC20) supports the resolution of escalated and complex order management cases using defined processes and guidance. The role focuses on accurate case handling, strong process adherence, and protecting customer experience, while developing deeper Order Management expertise and decision-making capability.
Key Responsibilities
• Resolve Tier 2 Order Management cases following documented processes and escalation guidelines.
• Investigate order issues to identify root cause and ensure complete and accurate resolution.
• Handle exceptions and non‑standard scenarios with guidance from senior Tier 2 specialists or leads when required.
• Ensure all cases are updated clearly and accurately in CRM systems.
• Meet defined SLA and quality expectations for Tier 2 case handling.
Tier 1 Support & Escalation Handling
• Support Tier 1 agents by responding to escalations within a defined scope.
• Provide clear case feedback and next steps back to Tier 1 when cases are resolved.
• Escalate appropriately when issues fall outside defined Tier 2 authority.
Process & Quality Adherence
• Follow standard Order Management workflows and escalation paths.
• Apply policies consistently to ensure fair and compliant outcomes.
• Highlight recurring issues or process gaps to senior Tier 2 specialists or team leads.
Customer Experience
• Maintain a customer‑focused approach on all Tier 2 cases.
• Support service recovery actions in line with documented policy and approval guidelines.
• Communicate clearly and professionally with internal teams to support customer outcomes.
Service Delivery Champion – Account Management
• Own day-to-day operational service delivery for assigned accounts, within the Tier 2 Order Management scope.
• Coordinate internal teams to deliver outcomes aligned to customer expectations and documented processes.
• Track agreed service levels (SLAs) and performance measures (KPIs), escalating risks early through the defined governance path.
• Lead regular account service reviews (e.g., weekly/monthly cadence as defined) to communicate status, key issues, trends, and next steps to stakeholders.
• Own operational communications for priority incidents and escalations, ensuring accurate updates, clear accountability, and timely resolution.
• Identify recurring drivers of demand and quality defects, raising improvement opportunities and supporting root-cause actions to reduce repeat issues.
• Maintain accurate account documentation (service contacts, escalation paths, known issues, and customer preferences) to support consistent delivery.
Skills & Experience
Essential:
• Experience in Order Management or Customer Operations.
• Strong attention to detail and process discipline.
• Strong problem-solving and analytical skills.
• Clear written and verbal communication skills.
• English language required.
• Key account management experience.
Desirable:
• Experience handling escalations or complex cases.
• Familiarity with CRM or order management systems.
• Exposure to working with Tier 1 support teams.