Team Leader Customer Order Management O2C

Key Responsibilities :

• Perform order management tasks for specific customers / accounts, handling the entire order life cycle (order entry, modification, invoicing, credits / debits, logistics documentation).
• Provide consultative support to customers regarding lead time, availability, minor technical support, and policy.
• Act as a single point of contact for customer inquiries and escalations, managing them to closure.
• Demonstrate customer support excellence 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 sales, warehouse, and logistics staff to confirm order status and resolve customer queries.
• Support departmental goals and initiatives to become a more proactive customer-centric organization.
• Develop, document, and enhance standard administrative practices related to customer communication and order throughput processes.
• Identify and develop proactive communications for assigned customers regarding processes, policy, and best practices.
• Support customer visits and participate in continuous improvement projects.
• Lead a team of 5+ Order Management Representatives / Specialists.
• 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.

External Qualifications and Competencies

Qualifications :

Competencies :

Additional Responsibilities Unique to this Position

Experience :

Skills :

Work Conditions :

Role :   Operations - Other

Industry Type :   Industrial Equipment / Machinery

Department :   Customer Success ,  Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Operations

Education

UG :   Any Graduate

PG :   Any Postgraduate

Skills Required

Team Management, Six Sigma, Continuous Improvement