Manager - Service Delivery

3 weeks ago

Chennai India Tata Communications Limited Full time

Job Description

The Manager of Customer Order Management who has the competency to lead the end-to-end order fulfillment process for foreign clients, ensuring timely and accurate processing of orders, maintaining high customer satisfaction, and driving continuous improvement in operations. This role demands strong coordination across internal teams and external stakeholders (clients, customer, logistics, field operations, supplier, vendors, etc.)

Qualification:

- 7+ years of experience in order management, preferably with European clients.
- Proven track record in improving customer satisfaction and operational KPIs.
- Excellent communication, analytical, and leadership skills.
- Successful completion of potential Continual Service Improvement
- Strong understanding of international customers & experience in driving 100% Compliance with Client SLAs and KPIs
- Key Responsibilities:

- Order Processing & Fulfillment:

- Manage the complete order-to-cash cycle, ensuring accuracy and timeliness.
- Monitor order status and proactively resolve delays or discrepancies.
- Ensure compliance with contractual terms, pricing, and delivery schedules.

- Customer Satisfaction & Relationship Management:

- Act as the escalation point for customer order issues.
- Drive initiatives to improve CSAT (Customer Satisfaction) scores.
- Collaborate with customer service teams to ensure a seamless customer experience.

- Process Improvement & Efficiency:

- Lead Continual Service Improvement (CSI) initiatives to streamline order management processes.
- Identify and implement automation opportunities and system enhancements.
- Analyze order trends and operational metrics to drive efficiency.

- Team Leadership & Collaboration:

- Lead and mentor a team of order management specialists or coordinators.
- Foster a culture of accountability, customer focus, and continuous improvement.
- Collaborate with internal stakeholders to align order management with business goals.

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