Team Lead - Customer Service - Order Management

Job Description:

About you and this role:

Leads a team of customer service, order management and business quality professionals, including day-to-day operations, managing talent selection and performance and interfacing with the business on order fulfillment considerations relevant to the business.

Responsibilities:

- Provides direct leadership to a team of order management professions that provide direct interface to customers.

- Provides day-to-day coaching on Customer Service operations.

- Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.

- Ensures work process execution is operating effectively within the team.

- Collaborates with the business to ensure business strategy and service offerings are met.

- Makes hiring decisions and collaborates across the function for leveraging best practices.

Qualification:

- A minimum of a Bachelor's degree is required, and a Masters degree is preferred.

- A minimum of 5-10 years of combined experience ideally in Supply chain but could also be in allied functions/teams like Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering).

- Strong People Leadership experience would be preferred.

- Strong business and financial acumen would be preferred.

- Passion for team building/organization building, coaching, mentoring.

- Expertise in Continuous improvement methodologies and/or metrics, storytelling and data analysis would be preferred.

Your Skills:

- Requires strong influence management skills and understanding of business priorities.

- Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across colleagues and stakeholders.

- An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.

- Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.

- Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.