- Direct and co-ordinate day-to-day activity of Order Management Team and ensure achievement of agreed daily/weekly/Monthly SLA s
- Ensure all sales orders received are processed, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified with a focus on execution turnaround time and quality.
- Proactively contribute to the order management accuracy and turnaround targets to ensure objected are met and exceeded when possible
- Drive efficiency in managing order corrections, invoice accuracy, and adherence to all internal and customer-specific guidelines.
- Manage the timely resolution of customer disputes and Open Order issues related to surgery orders.
Service Delivery and SLA Management -
- Ensure that all order processing activities meet agreed-upon service level agreements (SLAs) for accuracy, speed, and customer satisfaction.
- Monitor and report on performance metrics related to order accuracy, invoicing, and dispute management, ensuring the highest standards of service delivery are met.
- Lead regular reviews and governance of service delivery, ensuring adherence to best practices, continuous improvement, and timely issue resolution.
Team Management and Development -
- Lead, mentor, and develop a high-performing team of Advisors and Senior Advisors, ensuring they are equipped to meet performance targets and customer expectations.
- Support your team in overcoming challenges by providing guidance on complex order-related issues.
- Manage team performance through regular check-ins, feedback, and coaching, ensuring alignment with business goals and fostering a culture of continuous improvement.
Transition Management -
- Manage the transition of new Channel, markets, territories, or process changes smoothly and efficiently, ensuring minimal disruption to operations.
- Collaborate with cross-functional teams to identify and implement process improvements during transitions to enhance efficiency and customer experience.
- Stakeholder Engagement and Collaborations -
- Build and maintain strong relationships with internal and external stakeholders, including senior management, customers, and vendors.
- Communicate and manage stakeholders as per agreed schedule & expectation
- Ensure alignment with stakeholders across the organization by providing regular updates on order processing, invoicing, and customer service issues.
Continuous Improvement:
- Support the day-to-day management and growing customer adoption of EDI, Esker or other solutions to achieve the "perfect touchless order
- Lead initiatives aimed at enhancing customer satisfaction, operational efficiency, and team performance.
- Utilize tools like SAP, Salesforce, Esker and other relevant tool and applications to track performance, analyze trends, and drive data-driven decision-making.
Reporting & Analytics:
- Prepare and present regular reports on team performance, order status, dispute resolution, and customer satisfaction.
- Provide insights and recommendations for process improvements based on key performance indicators (KPIs) and data analysis.
What will you need to be successful
- Education: Bachelors Degree or equivalent experience in Business Administration, Supply Chain or related field.
- Operating Mode: Work from office - Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift.
- Experience: 7-8 years of relevant experience in Order Management, Customer service, or Supply Chain.
- With at least 2 years in a managerial role, Strong understanding of order management processes, including order entry.
- Hands on experience in SAP, Salesforce CRM, and Electronic Data Interchange (EDI) is preferred.
- Experience in managing transitions and process improvement initiatives. Strong interpersonal and communication skills, with the ability to engage with senior stakeholders.
- Self-starter with a proactive approach to problem-solving, Sense of efficiency, urgency and priority. Ability to work effectively in a cross functional and cross business environment.
