Team Lead, Customer Service and Sales Support

Role & responsibilities

Role Summary:

The Team Lead, Customer Service and Sales Support role is a critical position in ensuring seamless order fulfilment, maintaining on time and in full (OTIF) delivery, and fostering robust relationships with both key accounts and internal teams.

This position involves all processes accurately mapped in the Enterprise Resource Planning (ERP) system, addressing plant and customer inquiries, supporting sales and account managers, and engaging in data maintenance and analysis to drive informed decision-making. The role is expected to bring customer intimacy through excellent service delivery and relationship management

Roles and Responsibilities:

Order Management:

• Ensuring team accurately create and process Sales Orders in the ERP system, ensuring alignment with customer agreements and internal policies.
• Monitor order progress to guarantee OTIF delivery, proactively addressing potential delays or issues.

Customer and Plant Support:

• Serve as the primary point of contact for key customer inquiries, providing timely and effective resolutions.
• Collaborate with plant operations to resolve production related queries, ensuring customer satisfaction.

Sales and Account Management Support:

• Assist sales and account Managers by preparing quotations, processing orders, and managing customer specifications and providing important insights related to orders, goods in transits and dispatches.
• Ability to co-own the sales target for the accounts assigned with the sales team and ensure meeting the topline and profitability targets from the accounts.

Data Insights and Analysis:

• Maintain accurate data on production and sales forecast for the management team.
• Analyze sales data to identify trends, prepare reports, and support strategic planning.

Team Management

• Developing and building talent for the organization, addressing employees issues based on our value system.
• Performance management of the team and driving high performance culture to meet the larger organizational goals.

Key Deliverables:

• Timely and accurate creation of Sales Orders in the ERP system from the team members.
• Achievement of OTIF delivery targets for the customers.
• Effective resolution of customer and plant inquiries, leading to high customer satisfaction.
• Comprehensive support to Sales and Account Managers, contributing to sales growth.
• Regular data reports and analyses to inform business decisions.

Preferred candidate profile

Graduate / Postgraduate (Packaging Preferred)

Experience:

• Proven experience in customer service and sales support, preferably within the packaging industry.
• Familiarity with ERP systems; experience with [specific ERP software, if applicable] is a plus.