About the job Sales Order Management Operations including - Alerts & Exceptions, Incident and Problem Tickets, Reports & Manual Processes Action Sales Orders by following step by step processes documented in client provided SOPsCreate incident tickets for Sales Orders that are not able to be actionedManage and report on Sales Orders needing action until resolution24/7/365 production monitoring24/7/365 production supportUpdate/respond to Pending Tender forms for system or transactional error in Sales Sales Order to correct inventory variances that stores are unable to correct themselvesCreate , respond and validate incident and problem tickets based on processes documented in SOPs Other Requirements Responsible for completion of the teams schedule adherence.Responsible for delegating tasks to the Team Leaders and ensuring completion of transactions within committed time linesAbility to plan, prioritize, organize and communicate with clientResponsible for goal-setting (defining and prioritizing specific, driving objectives) and performance appraisalsConducting regular 1X1 feedback with the team based on performance & behavior and tracking implementation.Responsible for administrative aspects including MIS and reportingEnsures achievement of all system, team and individual Customer Service goals and standardsManages client metrics as per the SLA along with the Key Performance IndicatorsMaintain complete knowledge of all service tasks and programsSuperior communication (oral, written), presentation, and interpersonal skills Demonstrate ability to facilitate and implement process enhancements including technology and performanceConducting regular team meetings/huddles for process and policy updatesLead, coach, develop, drive and manage the team as a whole and as individuals and have the ability to make decisions. Regularly updating oneself with changes in the process flow or in the company and/or floor policyEnsuring compliance to floor & company policies.Responsible for regular audits/quality checks at every step of the transaction to ensure adherence to pre-set accuracy standardsResponsible for trainings and troubleshootingCollege graduate with 4 - 6 years of total experience with a minimum of 3 years in a leadership position3-5 years of experience as supervisor role and developing team leaders.The candidate should have strong focus on driving quality, performance, and customer satisfaction.Experience in RCA and dip stick analysis3-5 years of experience in BPO; 2 Years experience in Sales Sales Order Management in Retail/Consumer/Manufacturing The candidate should have expert Sales Sales Order Management KnowledgeThe candidate should have strong focus on driving quality, performance and customer satisfactionShould be open to working in all shifts, Onsite