Manage end-to-end customer order lifecycle in SAP/ERP, monitor control tower dashboards for WLA/SLA performance, resolve exceptions, coordinate cross-functional teams, use AI/automation tools to improve monitoring and reporting, and drive process improvements and SOP maintenance.
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About this Opportunity
The Control Tower Order Management role is responsible for end-to-end customer order delivery, discrepancy handling, reporting, and fulfillment of Customer Unit requests based on WLA/SLA requirements. The role ensures visibility, accuracy, and proactive resolution across the full order lifecycle, from order creation to final delivery.
What you will do
• Manage and monitor customer orders from creation to final delivery, ensuring accurate entry, validation, processing, and fulfillment in ERP/SAP systems.• Track order status, manage changes, cancellations, backorders, shortages, and critical order prioritization, and keep stakeholders informed.• Operate control tower dashboards to maintain real-time visibility of order flows, WLA/SLA performance, on-time delivery, and automation rates.• Identify deviations, bottlenecks, and risks; escalate issues to relevant teams and track resolution to closure.• Create, manage, and track POs/SOs in SAP; coordinate GR, invoice verification, open PO reporting, delivery schedules, and master data accuracy.• Resolve exceptions such as delays, mismatches, and inventory shortages by coordinating with warehouses, repair centers, planners, procurement, logistics, and customers.• Use AI and automation tools such as Microsoft Copilot, Glean AI, Power Automate, Power Query, or RPA to improve monitoring, reporting, anomaly detection, and repetitive order processes.• Prepare operational reports, support root cause analysis, drive process improvement, and maintain SOPs.
What you will bring
• Bachelor's degree or equivalent working experience; experience in Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations is preferred.• Knowledge of SAR HWS operations, service delivery processes, SAP order operations, and automation tools; APICS CSCP/CPIM certification is an advantage.• Strong analytical, communication, presentation, negotiation, stakeholder management, and customer insight skills.• Detail-oriented, proactive, decisive, able to manage multiple priorities under pressure, and comfortable with change management and continuous improvement.• Fluent written and spoken English.
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Gurgaon
Req ID: 788247
About this Opportunity
The Control Tower Order Management role is responsible for end-to-end customer order delivery, discrepancy handling, reporting, and fulfillment of Customer Unit requests based on WLA/SLA requirements. The role ensures visibility, accuracy, and proactive resolution across the full order lifecycle, from order creation to final delivery.
What you will do
• Manage and monitor customer orders from creation to final delivery, ensuring accurate entry, validation, processing, and fulfillment in ERP/SAP systems.• Track order status, manage changes, cancellations, backorders, shortages, and critical order prioritization, and keep stakeholders informed.• Operate control tower dashboards to maintain real-time visibility of order flows, WLA/SLA performance, on-time delivery, and automation rates.• Identify deviations, bottlenecks, and risks; escalate issues to relevant teams and track resolution to closure.• Create, manage, and track POs/SOs in SAP; coordinate GR, invoice verification, open PO reporting, delivery schedules, and master data accuracy.• Resolve exceptions such as delays, mismatches, and inventory shortages by coordinating with warehouses, repair centers, planners, procurement, logistics, and customers.• Use AI and automation tools such as Microsoft Copilot, Glean AI, Power Automate, Power Query, or RPA to improve monitoring, reporting, anomaly detection, and repetitive order processes.• Prepare operational reports, support root cause analysis, drive process improvement, and maintain SOPs.
What you will bring
• Bachelor's degree or equivalent working experience; experience in Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations is preferred.• Knowledge of SAR HWS operations, service delivery processes, SAP order operations, and automation tools; APICS CSCP/CPIM certification is an advantage.• Strong analytical, communication, presentation, negotiation, stakeholder management, and customer insight skills.• Detail-oriented, proactive, decisive, able to manage multiple priorities under pressure, and comfortable with change management and continuous improvement.• Fluent written and spoken English.
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Gurgaon
Req ID: 788247
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