City :
Mohali
State :
Punjab (IN-PB)
Country :
India (IN)
Requisition Number :
45458
Job Description
Business Title Associate Team Lead - Sales Operations
Global Job Title Anl II Customer Services
Global Function Business Services
Global Department Customer Services (DEP_BBS2)
Organizational Level 6
Reporting to Senior Manager/ AGM
Size of team reporting in and type NA
Role Purpose Statement The overall responsibility of the Customer Service Lead will be supervising the team for smooth execution and implementation of Order Management related activities ensuring KPIs are met, work load distribution, addressing queries/issues raised by team and resolving them, impart knowledge and support to the team and overseeing projects related to Customer Service & Sales Support, DocuSign, project management, planning and development and successful roll out and implementation, with ultimate goal of building an productive, customer centric and self-reliant Customer Service team.
Main Accountabilities a. Manage Daily contract/order entry and issuance meet Global KPIs,
across all value chains daily.
b. Handle and resolve critical issues and propose solutions.
c. Monitor the status of the activities and report upward to TL/Manager.
d. Monitor customer issues, concerns, and questions are resolved promptly and professionally.
- Manage work allocation and handle complex query
- Handle exceptions generated, perform root cause analysis to resolve current issues and act proactively to avert potential issues in future
Additional responsibilities:
- Ensure SOPs are diligently followed, and compliance checks are always in place, Control mechanism, quality checks, manage the process, propose solutions.
- Ensure all daily, weekly and monthly reports send on time.
- Daily status updates and report issues to the TL/Ass. manager for timely resolution
- Ensuring close coordination with team to have smooth closure of month end activities.
- Identify and propose ways of process improveme