Team Lead - Order Management & customer support

Job Description

Key activities - Support and deliver order processing required numbers for sales territories/teams within SLA - Ensuring team shares accurate and on time orders update with CFA for dispatches - Understand customers expectations and feedback with regards to order entry, offering workable and sustainable solutions - Gain customers confidence[ in the line of area which he/she is responsible for] Stakeholder - Guides and direct the members of the Order Processing team, Claims management and relevant support team, Ownership of managing all divisions - Responsible of the day-to-day operations, will be interacting with various departments internally & with Customer [WH Team, Customer HO internal teams etc.] regarding order status - Ensuring has complete control and is aware of team productivity, performance [TAT of order and accuracy] - Have complete hands on order processing - Plan and manage shifts and staffing accordingly - Owns publishing of KPI and performance plus productivity data of team - Responsible for meeting team targets and KPI/SLA - General administration of the Order Processing department - Perform all other tasks as assigned by the Asst Manager/Manager - Timely Escalate any order related issues to line manager - Supporting the line manager to ensure a smooth operational flow in the Order Processing team - Follow up and resolve any operational and order related issues with different departments, i.e., CFA, customer etc. - Coach and handhold new Team members also ensure smooth handover of process - Provide suggestions to improve the efficiency of the order process proactively - Do necessary documentation where required/suggested for - Respond to customer queries complaints within timelines - Keep attrition and absenteeism within control - Responsible for meeting expectation on EOS score {employee satisfaction survey scores] - prepare and analyze data and reports for team performance Process - Responsible to comply with all Policies and procedures internal and external Customers for example TO BE SOP, exception SOP, Biz rules etc.. - Add value by providing inputs while developing new processes/policies - Make workable simple processes keeping in mind the operational and customer needs - Strictly follow operational process and guidelines People - Management - Work towards creating a strong team, in terms of Knowledge, discipline and ownership - Constantly coach teams in order to have them deliver desired results - Create 2ic [second in command] - Keep teams connected with each other, work to have a team bonding created and ensure team is striving to achieve common goals - Attain highest level of productivity and performance from the team, share their training needs with Training dept. - Conduct daily meetings/hurdles keeping teams aligned on expectations