Order Management Specialist
Where exceptional talents scale what matters.
Swicon Minds is a curated community of 450+ senior top talents working on complex enterprise challenges, while operating within a stable, structured, and supportive ecosystem.
Summary
Bucharest, ROU
Hybrid
Medior
Introduction
Swicon Group is one of the leading members of the IT arena for almost a decade, since 2017 present also in Romania. Our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance and telecommunication companies, as well as large FMCG corporations and SSCs amongst our highly prestigious partners.
Description
Order Management Specialist
This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.
Responsibilities
• Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
• Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status, as well as updates on any issues or inquiries.
• Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
• Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
• Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
• Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
• Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
• Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
• Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
• Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
Tasks
Order Management Specialist
• This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.
Responsibilities
• Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
• Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status, as well as updates on any issues or inquiries.
• Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
• Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
• Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
• Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
• Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
• Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
• Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
• Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
Expectations
• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• Advanced English
• Typically has 2-4 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with little or no work experience.
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Employer's offer
Net salary: Up to 5500 ron net
35 lei/day Meal tickets
Hybrid work (3 days/ week from office)
24 Annual leave per year
Private Medical Subscription
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Swicon Stories
Real people. Real challenges. Real impact.
„The whole hiring process was a really positive experience for me. I was given the opportunity to move forward professionally and to test myself in a new, more senior role. I was trusted from the start, and I had all the support I needed to take the next step in my career with confidence. They connected me with the right technical contact, and every question I had was answered quickly and clearly, so I never felt left on my own. Communication was smooth, each step built on the one before, and the whole process moved surprisingly fast and without a hitch.”
K. R. – Solution Architect
“Looking back over more than 15 years, Swicon gets top marks from me: it has built itself into a fast-growing multinational, and all the while it has backed its people professionally across the board — it even supported my PMP certification with a proper training course.”
B. T. – Sr. Projectmanager
“I’ve been working with SWICON for almost a year and a half now, and it’s been a positive experience from start to finish. Both the hiring process and the admin side of things ran smoothly, and whenever I had a question, help came quickly. I particularly appreciate how kind and helpful my colleagues are, and the fact that the company genuinely invests in building a community — there are regular programmes and events.
I’ve grown a lot professionally in my time here, too. My tasks and my responsibilities have kept widening, I’ve been able to take on more complex challenges, and I’ve also had the chance to support and mentor others. On the IT side I’ve been given opportunities that made a real difference to where I am professionally, so on the whole I see SWICON as a supportive place that gives you genuine room to grow.”
M. L. – Software developer
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