Responsibilities
. Subject Matter Expertise: Serve as the O2C expert, providing in-depth knowledge and guidance on order lifecycle management, customer query resolution, invoicing, and escalations.
. Mentorship & Coaching: Mentor, coach, and develop the Order Management Specialists, providing regular feedback, performance assessments, and identifying areas for improvement.
. Process Leadership: Lead complex order management processes, including handling escalations, critical order modifications, and resolution of high-priority customer issues.
. Quality Assurance: Ensure aligned team members adhere to quality standards and continuously strive to exceed performance metrics related to accuracy, timeliness, and compliance.
. Escalation Management: Oversee and resolve escalated issues, ensuring minimal impact on operations and customer satisfaction.
. Stakeholder Engagement: Collaborate with cross-functional teams, including sales, finance, and logistics, to ensure alignment on order fulfillment and process improvements.
. Continuous Improvement: Identify process gaps and inefficiencies and work on strategic initiatives to enhance the order management and O2C process.
. System Proficiency: Provide expertise in using ERP and CRM systems and assist the team in effectively utilizing these tools.
. Training & Development: Lead training sessions for new and existing team members on O2C processes, system usage, and best practices.
. Performance Monitoring: Track and analyze performance metrics, ensuring the team meets or exceeds established KPIs, especially regarding quality scores and customer satisfaction.
. Shift Flexibility: Ensure continuous mentoring and leadership presence across various shifts, contributing to the smooth functioning of the 24/7 environment.
. Order Management or Mortgage process experience can review contracts and agreements.
Preferred Skills:
S&F- SUPPLY CHAIN PLANNING ( Vendor Management) INVENTORY PLANNING INSIDE SALES MDM
