🚀 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
✔ Strong customer and stakeholder management skills
✔ Hands-on experience with SAP & Salesforce
✔ Excellent communication, analytical and leadership skills
❓ Quick Screening Questions
- How many years of Team Lead experience do you have?
- How many team members have you managed?
- Do you have experience in Order Management / OTC / Fulfillment?
- Have you managed SLA, KPI, productivity and quality metrics?
- Do you have experience with SAP & Salesforce?
- What type of customer escalations have you handled?
📩 Interested candidates can DM their updated CV.
#Hiring #TeamLead #OrderManagement #CustomerOperations #OTC #OrderToCash #SAP #Salesforce