Job Description

Position Summary:
As the Team Lead for BOC US&C you will oversee the daily operations of US&C order management teams, ensuring a smooth workflow. Your primary focus is to consistently meet Key Performance Indicators and Service Level Agreements, ensuring high-quality service for end-users and customers. You will apply industry best practices to maintain high standards and drive excellent customer service.
In your role, you will lead the team through effective management techniques, which include hiring, onboarding, training, development, recognition, and coaching. Additionally, you are responsible for initiating automation and optimization projects to improve operational efficiency, ultimately leading to better turnaround times and service quality. Your leadership will play a crucial role in enhancing the team's performance and customer satisfaction.
Position Responsibilities:
Process management -

• Maintaining Service Level Agreements (SLAs)
• Manage the process of order entry ensuring that the team meets or exceed the Perfect Order Fulfillment (POF) goals for the organization.
• Monitor status of orders basis the priority and ensure completion of the deliveries as per agreed terms with customers.
• Oversee and ensure adherence to established SLAs for efficient customer service delivery, including Turnaround Time (TAT) requirements.
• Arrange, as required, same day shipments or any other special shipments with carrier and/or 3rd Party Logistics partner. Obtain required approval as needed.
• Solve issues with logistics and transportation partners to ensure timely and quality delivery to internal and external customers.
• Understand activity variability for the warehouse and take appropriate actions to ensure all shipments happen on time.
• Responsible to measure quality and volume of transactions performed by the team based on SAP data.
• Credit approvals - Follow matrix to approve credits for returns, damaged shipments, price overrides.
• Collaborate closely with parts planning team / warehouse / logistics / credit controllers / sales to fulfill customer requirements.
• Perform quality checks for the calls handled by team members and sample orders processed.
• Weekly/Monthly review mechanism with stake holders to gage team's performance and discuss issues / process gaps if any.
• Acts as the primary escalation contact for the team resolving issues with a sense of urgency to mitigate potential risks, with a discerning ability to escalate issues to the appropriate managerial level.

Team / people management -

• Responsible for annual goals setting for the US&C Parts, Analog, Export and Digital order entry team, mandatory performances reviews, annual evaluation and career path development
• Responsible for coaching team members against findings based on quality and personal feedback.
• Identifies areas of concerns and opportunities for performance improvements for the team members
• Understand the business needs and drive the team to present meaningful and accurate reports and dashboards.
• Extract, control and analyze data. Recognize trends and form conclusions. Format and present data graphically in charts / tables. Interpret and report on operational performance to management.
• Conduct regular 1:1's with the team members, evaluating their performance and addressing criticalities.
• Provide timely responses to requests from the management team and other support functions.
• Able to organize and present data relevant to area of responsibility and group performance.
• Ensure proper organization of the working hours as well as presence of the Team Members at the office.

Automation initiatives -

• Spearhead automation and optimization projects to enhance operational efficiency within the customer service function, ultimately improving TAT / quality.
• Actively engage as functional lead in Global / regional transformation projects / initiatives for BOT / EDI implementation & actively support in defining requirements, testing, roll-out support, and training for new users.

Required Skills & Education:
Education : Bachelor's degree in commerce or a college degree with 3-4 years of equivalent work experience in a related field is required.
Knowledge of Import/Export compliance rules and regulations is a plus. Certification in Project Mgt, Operations Mgt, Analytics, ISO, Lean, Quality or Six Sigma is added advantage.
Experience : Over 6 years of experience leading teams responsible for order management, order fulfillment, or similar operations.
Proven track record in managing and supervising team members effectively. Working knowledge of any ERP system (SAP / Oracle / SIEBEL/Salesforce)
Schedule : Shift window 5:30pm - 5:30 am IST
Skills:
-Proficient in collaborating with diverse teams and stakeholders.
-Possesses strong analytical skills.
-Ability to engage with individuals at all organizational levels.
-Adept at resolving workplace conflicts.
-Skilled in making data-driven decisions and managing workload fluctuations effectively.
-Diligent, detail-oriented, and committed to identifying root causes.
-Maintains high ethical standards and is trusted to prioritize employee well-being while encouraging a collaborative work environment
Desired Skills:
Work Environment:
Physical Requirements: