Urgent Opening For Team Lead Order Management

Designation :- Team Lead

Job Description :-

• Do correct Extraction (from online- as required), Validation and accurate entry of Sales Order, STNs and Free Issue Order entry in the system.
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements/queries, delivery status, order status etc.
• Should understand the business requirement in agreement with client and send Suggested Order schedule for one part of their business.
• He/ She must be comfortable to interact with customers Modern Trade & Canteen Services clients for taking appointments to ensure delivery of orders as agreed and expected.
• He/ She also need to understand the customers online portal for Order Entry so that all the request can be worked on as per TAT.
• Attend meet with Customers client to understand the new incoming business for Order Management and efficiency in order entry for new clients.
• The candidate should work towards ensuring that the clients meet their KPIs by fulfilment of required order quantity.
• He/ She must develop a good rapport with the client to follow up with their various internal departments for Credit blocks release, catalogue & MRP issues to be highlighted, amended PO’s to be requested etc.
• Handle complaints to ensure prompt and effective resolutions.
• Act responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
• Ensure customer expectations are met thus leading to overall customer satisfaction.
• Meeting customer service expectations.
• On time processing and meeting KPI.
• He/ She should take complete ownership of Transactions entered / processed.
• He/ She must ensure correct entry of data/codes (ship to, bill to, SKU) to work towards minimum errors and ensuring smooth operations.
• He/ She must be responsible for timely & accurate Order entry to ensure delivery as per agreed Lead Time.
• Should regularly follow up with CFA’s/PDC for Invoicing & Delivery of the orders.
• Responsible for complying with all Policies and other organizational processes & security procedures. Thus ensure compliance to Business rules.
• Work towards giving value addition service to client by Identifying and promoting areas with potential for improvement through PI.
• Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations for day to day OM work.
• Should be cross trained in process understanding of other divisions/areas of work within the team to be able to act as back up when required.
• Understand and capitalize the trainings provided for improvement, keep self updated on process change/new changes, take complete ownership of changed process adherence and to operational Quality Standards.
• Express ideas effectively, adjusting style, tools and mode to the needs of customer. Listens attentively and summarize or ask questions, when needed, to clarify information.
• On time transaction processing leading to no impact on customer sales.
• Customer service excellence/ improved service delivery.

Process

• Adhere and follow PTQ First Choice practise, guidelines.
• Follow and adhere to process and exception SOPs.
• Provides both verbal and written information in a timely, clear and concise manner.
• Provide deviations information to line manager, share queries/suggestions during new process development, adherence.
• Maintain records as necessary as per process/ audits or as explained.
• Compliance & Process adherence.

People - Management

• Team lead have direct reportees under them. Or they may act as mentor/Coach to some team members.
• In that case he/ she is expected to provide basic support to teams he/ she is mentoring to bring them up to the desired curve to take up the roles in best performance.
• Act as SME. Must take full responsibility of work handled by self & team.
• Display positivity & act as a team player, adherence to schedule and support supervisor and other team members towards achieving the common goals.
• Actively seek feedback to improvise on in best to process progress & health.
• Contribute to team plans & Strategies in order to accomplish project level/ Organisational goals.
• Team motivation and building a strong team which will be able to deliver desired results.
• Making team successful.

Key capabilities

• Positive approach, confident, work as team player / able to contribute as team player.
• Maintain effective performance under pressure.
• Have basic working knowledge of computers and MS office like Word, Excel, PowerPoint, etc
• Should know excel functions like pivot and v-lookup.
• Accuracy maintained at minimum of 95% in case of experienced candidate. For fresher’s, presence of mind & ability to concentrate on the task assigned as a quality.
• Should have Order Management experience in FMCG (preferred) or in supply chain / any other background.
• Customer-facing and interaction skills (excellent) for profile having exposure to customer interactions along with languages known as Hindi & English.
• Communication skills, spoken and written (excellent)
• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
• Flexible in working for any shifts including night shift (if required).
• Ability to handle high work volumes and multi-tasking, good grasping power.
• Flexible in handling other operational entries/functions other than Order Management.
• Should be able to set examples for others through his efficient work management skills.
• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.