? We're Hiring | Associate Team Lead – Order Management & Customer Operations

Looking for an experienced Team Lead who can drive team performance, customer operations and process excellence? This opportunity could be for you!

? Location: Bangalore

? Experience: 5–7 Years

? Team Lead Experience: 1+ Years (Mandatory)

? Work Mode: Work From Office

? What We're Looking For

- Order Management / Customer Operations
- Order-to-Cash (OTC) / Fulfillment
- 1+ Years Team Lead / People Management
- SLA & KPI Management
- Customer & Escalation Management
- SAP & Salesforce
- RCA & Process Improvement

? Key Responsibilities
- Lead and manage a team handling customer orders, requests, transactions, cancellations, chargebacks and cases.
- Drive SLA, quality, productivity and operational KPIs.
- Manage daily work allocation, queues, aging and team performance.
- Act as the first point of escalation for customer and operational issues.
- Partner with cross-functional teams to resolve customer escalations and fulfillment exceptions.
- Conduct quality reviews, coaching, feedback and performance management.
- Drive RCA, corrective actions and continuous improvement.




- Ensure adherence to SOPs, process governance, audit and compliance.
- Support training, onboarding, transitions and knowledge management.

? Ideal Candidate ✔ 5–7 years of experience in Order Management / Customer Operations / OTC / Fulfillment

✔ 1+ years Team Lead experience – Mandatory

✔ Proven experience managing team performance, SLAs, KPIs & escalations

✔ Robust customer and stakeholder management skills

✔ Hands-on experience with SAP & Salesforce

✔ Excellent communication, analytical and leadership skills

❓ Quick Screening Questions

1. How many years of Team Lead experience do you have?
2. How many team members have you managed?
3. Do you have experience in Order Management / OTC / Fulfillment?
4. Have you managed SLA, KPI, productivity and quality metrics?
5. Do you have experience with SAP & Salesforce?
6. What type of customer escalations have you handled?

? Interested candidates can DM their updated CV. #Hiring #TeamLead #OrderManagement #CustomerOperations #OTC #OrderToCash #SAP #Salesforce

📌 Associate Team Lead – Order Management & Customer Operations (Karnataka)
🏢 Innova ESI
📍 Karnataka