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
Skills Required
- Bachelor's degree or equivalent working experience
- Experience with Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations
- Knowledge of SAR HWS operations, service delivery processes, and SAP order operations (PO/SO, GR, invoice verification, open PO reporting)
- Experience using automation and AI tools such as Microsoft Copilot, Glean AI, Power Automate, Power Query, or RPA
- APICS CSCP/CPIM certification
- Strong analytical, communication, presentation, negotiation, stakeholder management, and customer insight skills
- Detail-oriented, proactive, decisive, able to manage multiple priorities under pressure, comfortable with change management and continuous improvement
- Fluent written and spoken English
What the Team is Saying
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What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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