Order Management Process Lead
12 hours ago
We are seeking an experienced Order Management Process Lead to lead our team of specialists and subject matter experts (SMEs) within the Order-to-Cash (O2C) process.
As a key member of our team, you will be responsible for managing the end-to-end order lifecycle, addressing escalations, and driving customer satisfaction by delivering quality outcomes.
The ideal candidate has a solid understanding of O2C processes, proven leadership abilities, and a commitment to optimizing team efficiency and service quality.
We offer a competitive salary of $80,000 per year, based on your experience and qualifications.
Key Responsibilities:
- Guide and manage a team of O2C specialists and SMEs, aligning their performance with organizational goals.
- Oversee the complete order lifecycle, from order processing to customer query resolution, invoicing, and escalations.
- Provide ongoing feedback, coaching, and development opportunities to team members.
- Resolve escalated issues efficiently to minimize impact on operations and customer satisfaction.
- Work with cross-functional teams (sales, finance, logistics) to ensure seamless order fulfillment.
- Identify and implement process optimization initiatives to enhance efficiency and accuracy.
- Monitor and ensure adherence to quality standards, assessing team performance metrics regularly.
- Guide team members in ERP/CRM tools usage, ensuring effective system utilization.
- Track team KPIs, ensuring targets for quality and customer satisfaction are met.
Qualifications:
- Bachelor's or Master's degree; certifications in Supply Chain Management or Business Process Management preferred.
- 6-8 years in Order Management and O2C processes, with 2-3 years in a leadership role in BPO/BPM.
- Proficient in ERP/CRM tools, strong communication, problem-solving, and customer focus.
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