Supply Chain Team Lead
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion.
To learn how we can supercharge progress for you, visit hcltech.com.
About the Role
The Post Sales Supply Chain Team Manager manages a team of employees that provide customer service activities related to the delivery of spares. They are the point of escalation for non-deliveries of spares/engineer orders, and they are responsible for ensuring KPI’s, Service Level Agreements and customer expectations are met. They also provide feedback to direct reports on how to resolve ongoing customer issues.
Activities
• Manage day-to-day operations of the Call Centre and Back-Offices for the different European Countries.
• Complete activities for customer service operations in terms of being the center of excellence in knowledge of logistics and fulfilment, to ensure KPI’s are met, and SLAs are achieved to match customers’ expectations.
• Become the point of escalation for non-deliveries of spares/engineer orders, requiring root cause analysis and creative thinking to meet customers’ expectations.
• Ensure future deliveries are met and feedback given to all employees and develop strong relationships with customer service operations and Logistic Country Managers.
• Control the Back-Office and support daily clearance of all the queues – preferable as a system key-user.
• Manage a team of 15+ agents who provide European customer service activities to all the above and ensure expectations are met.
• Ensure initiatives are in place to move business forward and meet current and new customer demands.
• Lead initiatives aligned with the Account Manager in Venray to ensure that KPI’s and SLAs are met and implement changes to ensure business targets are met.
• Assist direct reports with escalation responsibilities to ensure KPI’s and SLAs are met and that customer escalations are monitored and closed. Job Description Post Sales Supply Chain Team Manager
• Provide support and feedback to direct reports in troubleshooting, diagnosing, and on how to resolve ongoing customer issues.
• Lead and supporting projects to improve customer experience.
• Interface / Liaise with various service desks in country, local service provider and Venray to escalate queries and ensure satisfactory closure.
• Provide reporting on leads and productivity initiatives.
• Team Management.
• Maintain day-to-day activity, escalations and provide effective management controls of the team under his / her management.
• Lead and develop a high performing team of skilled Supplies Specialists in a manner that is flexible and responsive to the business needs.
• Provide best practice guidance, governance, audit, and control over the team.
• Conduct Monthly/Quarterly performance coaching and reviews.
• Set expectations for content, accuracy, timeliness, and areas of improvement of processes and deliverables.
• Creating an inspiring team environment with an open communication culture.
• Identify, agree, and provide ongoing development support for direct reports career paths.
• Make sure Team Leaders are compliant with their own direct reports coaching and career path development plans.
• Keep an up-to-date department/track succession plan.
Responsibilities
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvement.
Qualification
Post-secondary education BS/BA/BBA or equivalent.
Minimum 3-5 years management experience in diverse functions with strong exposure to Transformation / Process Improvement Programs.
Excellent oral and written presentation skills.
Excellent customer service orientation using a consultative approach.
Strong organization skills with the proven ability to analyze workload/competing interests and prioritize accordingly.
Highly motivated and dependable.
French and English languages.
Show less
To learn how we can supercharge progress for you, visit hcltech.com.
About the Role
The Post Sales Supply Chain Team Manager manages a team of employees that provide customer service activities related to the delivery of spares. They are the point of escalation for non-deliveries of spares/engineer orders, and they are responsible for ensuring KPI’s, Service Level Agreements and customer expectations are met. They also provide feedback to direct reports on how to resolve ongoing customer issues.
Activities
• Manage day-to-day operations of the Call Centre and Back-Offices for the different European Countries.
• Complete activities for customer service operations in terms of being the center of excellence in knowledge of logistics and fulfilment, to ensure KPI’s are met, and SLAs are achieved to match customers’ expectations.
• Become the point of escalation for non-deliveries of spares/engineer orders, requiring root cause analysis and creative thinking to meet customers’ expectations.
• Ensure future deliveries are met and feedback given to all employees and develop strong relationships with customer service operations and Logistic Country Managers.
• Control the Back-Office and support daily clearance of all the queues – preferable as a system key-user.
• Manage a team of 15+ agents who provide European customer service activities to all the above and ensure expectations are met.
• Ensure initiatives are in place to move business forward and meet current and new customer demands.
• Lead initiatives aligned with the Account Manager in Venray to ensure that KPI’s and SLAs are met and implement changes to ensure business targets are met.
• Assist direct reports with escalation responsibilities to ensure KPI’s and SLAs are met and that customer escalations are monitored and closed. Job Description Post Sales Supply Chain Team Manager
• Provide support and feedback to direct reports in troubleshooting, diagnosing, and on how to resolve ongoing customer issues.
• Lead and supporting projects to improve customer experience.
• Interface / Liaise with various service desks in country, local service provider and Venray to escalate queries and ensure satisfactory closure.
• Provide reporting on leads and productivity initiatives.
• Team Management.
• Maintain day-to-day activity, escalations and provide effective management controls of the team under his / her management.
• Lead and develop a high performing team of skilled Supplies Specialists in a manner that is flexible and responsive to the business needs.
• Provide best practice guidance, governance, audit, and control over the team.
• Conduct Monthly/Quarterly performance coaching and reviews.
• Set expectations for content, accuracy, timeliness, and areas of improvement of processes and deliverables.
• Creating an inspiring team environment with an open communication culture.
• Identify, agree, and provide ongoing development support for direct reports career paths.
• Make sure Team Leaders are compliant with their own direct reports coaching and career path development plans.
• Keep an up-to-date department/track succession plan.
Responsibilities
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvement.
Qualification
Post-secondary education BS/BA/BBA or equivalent.
Minimum 3-5 years management experience in diverse functions with strong exposure to Transformation / Process Improvement Programs.
Excellent oral and written presentation skills.
Excellent customer service orientation using a consultative approach.
Strong organization skills with the proven ability to analyze workload/competing interests and prioritize accordingly.
Highly motivated and dependable.
French and English languages.
Show less
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