About the job
POSITION SUMMARY
The Order Management Team Lead is pivotal in delivering a smooth and positive customer experience by overseeing all facets of order entry and support processes. This role involves addressing inquiries regarding order processing, tracking, expediting, and managing unique requests. The Team Lead will investigate and resolve order-related issues or escalate them to the relevant internal teams for resolution. A proactive communicator who can effectively collaborate with global stakeholders is essential for ensuring timely, accurate, and professional responses. The ideal candidate is detail-oriented, solution-driven, and possesses a strong understanding of business systems and operational workflows.
KEY RESPONSIBILITIES:
- Provide an outstanding experience by delivering prompt, professional, and accurate responses to all order-related inquiries.
- Manage incoming requests through shared communication channels (e.g., central inbox) to ensure timely resolution.
- Collaborate with internal departments globally, including Sales, Logistics, Factories, PDMs, and Operations, to address order discrepancies or fulfillment challenges.
- Address all concerns, taking necessary actions to guarantee satisfaction and promote continuous improvement.
- Develop and maintain workflow and process documentation to enhance operational efficiency.
- Assist with order tracking and expediting as required.
- Engage in team meetings and contribute to overall process enhancements and best practices.
- Offer support, training, and guidance for order handlers, as well as global counterparts, regarding order processing needs.
- Perform additional duties as assigned.

