- Lead continuous improvement efforts to build a best-in-class Sales and marketing process.
- Uphold a high level of customer satisfaction by listening to stake holders, warehouse teams, addressing concerns, resolving issues, and providing exceptional service in all process related to Sales and Marketing.
- Support business objectives by working with sales and operations team to fulfill customer needs
- Collaborate closely with the sales and warehouse teams to prioritize and schedule
- Identify opportunities for process improvements within the team and processes. Implement standard work and process excellence.
- Take ownership of customer centric culture by reinforcing positive and respectful relationships with both internal and external partners
- Developing and managing performance goals and objectives to exceed customer expectations through timely execution, accuracy, and quality.
- Collaborating with the Senior Leadership team to establish and maintain quality control standards while ensuring all issues are escalated appropriately, along with recommendation and/or resolution status.
- Proactively identifying and leading process improvement initiatives, including collaborating with the technology team to give feedback and drive improvements.
- Clearly communicating policies to team members and acting as the primary information source for the team, maintaining compliance and consistency and taking corrective action when needed.
- Responsible to develop and maintain an on-boarding training program and regular refresher training for team and new hires on processes (updated) and SOPs.
- Perform additional duties as necessary to increase team capacity and maintain performance,
working with senior staff; and other duties as directed by Senior Manager.
Desired Candidate Profile:
- Bachelors / Master Degree with a minimum of 7+ years of experience in Order Fulfilment, Supply Chain and Team management and should be flexible to work in night shift as per business requirement.
- Should have good knowledge of process quality and improvement frame work
- The candidate should have relationship management skills since the job will involve liasoning with customers and US stakeholders
- Growing leader with the capacity to expand scope and responsibility, and are willing to put in the work to earn it.
- Strong verbal and written communication skills
- Strong understanding that data rules, and are comfortable with conducting analytics to make recommendations and decisions.
- Self-starter that does not wait to be told what to
- Have a long-term perspective and value 'right' over 'quick', considering the company s growth in ever
- The ability to deal with ambiguity and make recommendations in order to determine the path
- Extreme Ownership: The ability to work autonomously and generate 10. Flexible Schedule.
- A Creative Problem Solver: The ability to solve problems that haven t been faced
- Accountability of Others: Willing to hold people accountable, including self, and take appropriate action to protect the business.Communicator: The ability to communicate effectively and efficiently with appropriate tact
Role: Assistant Manager
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations