Role Purpose
The Order Entry Tier Lead (FTC) is responsible for the performance of the Order Entry Coordinators within their tier and will oversee customer and operational transactions. The Tier Lead assists the Team Leader, Order Entry, the Senior Manager, Key Accounts & BTB Customer Service - EMEA (and the Vice President, Operations, where applicable) to build scalable and accurate processes to ensure downstream success. The Tier Leader is also responsible for ensuring that the team provides the highest levels of customer service and works towards achieving the tier SLA’s.
What You’ll Do:
Work as part of the team to process sales orders in the system (D365) accurately and on time in alignment with the fulfilment policy.
Manage and supervise direct reports, delivering regular one-to-ones, performance reviews and training requirements.
Assist Team Leader in mapping & documenting customer specific processes within the tier.
Motivate the tier team to meet or exceed tier-level KPI’s.
Prepare reports for the tier Team Leader.
Ensure the highest level of customer service resulting in increased productivity and achieving incentive goals.
Training new starters within the Order Entry Team.
Order Entry exception reporting for the tier.
Assist in projects assigned by the Senior Manager, Key Accounts & BTB Customer Service - EMEA & Vice President, Operations.
Attend handover meetings for new accounts from the on-boarding team for the tier.
Responsible for unclean order management for the tier.
Responsible for maintaining the tiers email folders within the order entry inbox.
Responsible for providing cover for Team Leader’s responsibilities when they are out of the business.
What You’ll Bring:
Must have effective written and verbal communication skills.
Excellent attention to detail.
Pro-active, creative and self-motivated work style.
Exceptional organization and time management skills.
Demonstrable client service focus.
Previous supervisory experience advantageous.
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