Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries.

Key Responsibilities:

Lead a team of 5+ employees for Order Management Representatives/Specialists in the North America Region (Preferred).
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.
Perform order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
Act as single-point-of-contact to the customer for order inquiries and escalations; manage escalations to closure.
Continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
Liaise with internal production, planning materials teams to ensure prompt, accurate, and timely order throughput including achievement of financial targets.
Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization: develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes.
Identify ideas and develop proactive communications for assigned customer base, regarding processes, policy, and/or best practices.
Support customer visits.
Participate in continuous improvement projects.

Experience:

8+ years of experience in supply chain/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 required, preferably in consulting or GCC/shared services industry, working with the North America region.

Skills:

Functional Skills:

Strong team management skills.
Excellent communication and interpersonal skills.
Ownership 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.

Enterprise Skills:

Learning attitude (Must have learned something new in recent past).
Prioritization Working under pressure (Must have).
Communication (Basic level).

Preferred Industry Backgrounds:

Manufacturing, Automotive (Preferable).

Language Skills:

Business English (written and oral).

Work Conditions:

Ready to work in night shift (5 PM IST to 2 AM IST) with 2 days work from home 3 days work from office with free transport facility.

Qualifications:

Education, Licenses, Certifications:

Bachelors degree or equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

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; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
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; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries to ensure accurate and timely order processing and query resolution.
Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.
Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Role: Team Leader

Industry Type: Automobile

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate

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