Job Description

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Job Title Order Management Team Lead Job Level 4B Location Bangalore 100 Work from Office Shift Requirement Flexible working in any shifts 24 7 coverage environment

Key Responsibilities:

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Process Ownership Oversee the entire order lifecycle including order processing customer query resolution deal progression invoicing and escalations Ensure processes are handled efficiently and accurately Mentorship Development Coach and mentor team members providing continuous feedback performance assessments and opportunities for skill development Escalation Management Handle escalated issues ensuring they are resolved effectively and with minimal impact on operations and customer satisfaction Stakeholder Collaboration Work closely with cross functional teams including sales finance and logistics to ensure smooth order fulfillment and alignment on process improvements Process Improvement Identify areas for process optimization reduce inefficiencies and implement strategic initiatives to enhance the O2C process Quality Assurance Ensure adherence to quality standards and regularly review team performance metrics such as accuracy timeliness and compliance System Proficiency Provide guidance in the use of ERP and CRM tools supporting the team in leveraging these systems effectively Performance Monitoring Monitor team KPIs ensuring that quality scores and customer satisfaction targets are consistently met or exceeded Shift Leadership Provide leadership presence across multiple shifts to ensure smooth operations in a 24 7 environment

Additional Responsibilities:

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Qualifications Education Any Graduate Postgraduate Certification in Supply Chain Management Business Process Management or related fields is preferred Experience Minimum 6 to 8 years of experience in Order Management and O2C processes with at least 2 to 3 years in a leadership or team lead role within a BPO BPM environment Leadership Skills Demonstrated ability to lead coach and develop a team in a fast paced dynamic work environment Technical Skills Proficiency in ERP CRM tools and MS Office Ability to train and guide others in using these systems effectively Communication Skills Excellent written and verbal communication with proven experience in managing stakeholders and resolving conflicts Problem Solving Analytical Skills Strong analytical mindset with the ability to resolve complex issues and optimize processes Customer Focus A commitment to maintaining high levels of customer satisfaction and a track record of mentoring teams in customer service best practices Attention to Detail A sharp eye for detail and a dedication to maintaining accuracy and compliance in all aspects of order management Shift Flexibility Willingness to work in different shifts including night shifts with a 100 work from office arrangement Key Performance Indicators Escalation Handling Proactively manage escalations to minimize their frequency and impact Process Efficiency Drive continuous process improvements to enhance operational efficiency and reduce errors Customer Satisfaction Maintain and improve customer satisfaction through effective team management and high quality service delivery

Preferred Skills:

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S&F->ORDER MANAGEMENT & SALES; PRESALES (BID MANAGEMENT, QUOTE, PROPOSAL MANAGEMENT, PRICING); LOGISTICS (SHIPMENT PLANNING -> INBOND -> OUTBOND LOGISTICS -> GOOD RECEIPT -> EXPORT DOCUMENTATION