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.
RESPONSIBILITIESQualifications:
College, university, or equivalent degree 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.
QUALIFICATIONSKnowledge/Skills:
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.
Experience:
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.
Additional Information:
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).