DESCRIPTION

Key Responsibilities:

• Perform order management tasks for a specific set of customers/accounts, handling 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 the single point of contact for customer inquiries and escalations; manage escalations to closure.
• Demonstrate customer support excellence (compassion, empathy, support) 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 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 the assigned customer base regarding processes, policy, and/or best practices.
• Support customer visits and participate in continuous improvement projects.
• Lead and manage a Telephony team by conducting regular 1:1s and team meetings, fostering clear communication and alignment.
• Oversee the operational performance of the customer support team, ensuring excellence in service delivery.
• Maintain and uphold ISO9001:2015 quality system standards, including nonconformance management, document control, and process audits.
• Prepare and deliver weekly and monthly performance reports to stakeholders, providing data-driven insights.
• Analyze processes and identify opportunities for efficiency improvements.
• Drive talent management activities, focusing on employee development, engagement, and creating a flexible, skilled workforce.
• Embrace new opportunities by onboarding additional operational activities and participating in continuous improvement projects.

• College, university, or equivalent degree 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; 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.

• Proven experience in order management, with a strong focus on customer service and team leadership.
• Skilled in building partnerships and collaborating effectively to meet shared objectives, while delivering clear, audience-focused communication.
• Demonstrates a customer-centric approach, proactively supporting the order life cycle to ensure satisfaction and positive outcomes.
• Excels at managing complexity, driving results, and actively pursuing self-development to meet challenges and achieve goals.

• 7-8 years of experience in customer order management, customer-facing roles, supply chain/logistics, or international trade preferred.
• Minimum 2 years' experience in people or team managment.

• We are looking for a talented Customer Support Team Leader to join our North America Operations team. This role requires working the night shift (5:00 PM - 2:00 AM IST).