Team Leader - Customer Order Management O2C

DESCRIPTION

Key Responsibilities:

• Perform order management tasks for specific customers/accounts, handling the entire order life cycle (order entry, modification, invoicing, credits/debits, logistics documentation).
• Provide consultative support to customers regarding lead time, availability, minor technical support, and policy.
• Act as a single point of contact for customer inquiries and escalations, managing them to closure.
• Demonstrate customer support excellence in all communications and interactions.
• Liaise with internal production, planning, and materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets.
• Communicate with sales, warehouse, and logistics staff to confirm order status and resolve customer queries.
• Support departmental goals and initiatives to become a more proactive customer-centric organization.
• Develop, document, and enhance standard administrative practices related to customer communication and order throughput processes.
• Identify and develop proactive communications for assigned customers regarding processes, policy, and best practices.
• Support customer visits and participate in continuous improvement projects.
• Lead a team of 5+ Order Management Representatives/Specialists.
• Plan, prioritize, and schedule team activities for efficiency.
• Review progress and evaluate results for continuous improvement.
• Ensure customer support excellence in all interactions.
• Utilize departmental tools, systems, and processes effectively.
• Monitor team performance and adapt procedures for improvement.
• Lead cross-functional problem-resolution initiatives.
• Address complex inquiries promptly and accurately.
• Liaise with other departments to integrate activities.
• Analyze customer inquiries and recommend process improvements.
• Develop problem-solving guidelines and materials.
• Own departmental metrics, reporting, and analysis.
• Coordinate team input for proactive customer communications.
• Lead local and participate in global continuous improvement projects.

• Bachelor's degree or equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Drives results: Consistently achieving results, even under tough circumstances.
• Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Customer Support: Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction.
• Order Life Cycle: Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.
• Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

• 8+ years of experience in Supply Chain/Customer Order Management, including people management.
• Experience in managing a team of 5+ employees preferred.
• Experience in high-impact continuous improvement or Six Sigma projects preferred.
• Intermediate level of relevant work experience, preferably in consulting or GCC/shared services industry, working with APAC or EMEA region.

• Strong team management skills.
• Excellent communication and interpersonal skills.
• Ownership and self-drive for value addition.
• Analytical and problem-solving abilities.
• Ability to adapt and thrive in a fast-paced environment.
• Ability to work collaboratively with all stakeholders.
• Proficiency in Microsoft Office Suite and presentation skills.

• Ready to work in shifts (APAC shift: 6:30 AM to 3:30 PM IST or EMEA shift: 12:30 PM to 9:30 PM IST).
• 2 days work from home and 3 days work from office with free transport facility for both shifts.