Team Leader - Order Expediting North America

DESCRIPTION

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.

• 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; 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.

• 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.

• 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.

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

• Manufacturing, Automotive (Preferable).

• Business English (written and oral).

• 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.