Job Summary
The Order Processing Team Lead oversees a shared services \/ offshore team delivering accurate sales and service order processing, billing support, customer portal administration, and transactional activities across the Order-to-Cash (O2C) lifecycle. The role ensures process efficiency, data accuracy, SLA adherence, and high customer satisfaction through standardized service delivery and effective stakeholder management
Job Description \u2013 Team Leader
\u2022
Lead, coach, and manage a team of order processing analysts within a shared services environment, ensuring consistent delivery against SLAs, KPIs, and quality standards.
\u2022
Plan workload allocation, manage team capacity, and drive productivity while maintaining operational stability.
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Ensure adherence to standard operating procedures (SOPs), internal controls, governance standards, and audit requirements.
\u2022
Oversee accurate and timely processing of sales and service orders across enterprise systems including Microsoft Dynamics (Field Service), Pronto, and Zoho.
\u2022
Ensure effective use of Microsoft Dynamics (Field Service) for service order creation, work orders, and installation or maintenance coordination.
\u2022
Monitor order transactions, billing triggers, and financial integration within Pronto.
\u2022
Oversee order tracking, customer interactions, and workflow execution within Zoho platforms.
\u2022
Ensure alignment between customer purchase orders, quotations, contracts, and system records, maintaining high data integrity.
\u2022
Review, approve, and resolve complex transactions including order amendments, cancellations, corrections, credits, rebills, and pricing adjustments.
\u2022
Ensure accurate downstream billing by validating order data, service milestones, and charge structures.
\u2022
Act as the primary escalation point for order, billing, and service\u2011related issues.
\u2022
Resolve sales order discrepancies in collaboration with ANZ and other regional stakeholders, ensuring timely resolution and minimal business impact.
\u2022
Partner closely with Sales, Field Service, Operations, and Finance teams to ensure smooth end\u2011to\u2011end execution.
\u2022
Drive continuous improvement initiatives focused on standardization, efficiency, and data accuracy.
Timing
\u2022
Standard Shift: 9:00 AM to 6:00 PM IST
\u2022
Flexibility Required: Candidate must be open to working in Oceania shift after transition.
Qualifications
\u2022
UG\/PG Degree in Commerce and Finance preferred \/ Any graduation.
Years of experience
\u2022
6 – 10 years of experience in order processing or commercial operations
\u2022
2+ years in a Team Lead or supervisory role
Skill sets required
\u2022
Strong expertise in Sales Order Processing and Order\u2011to\u2011Cash (O2C) operations
\u2022
Proven experience leading teams in a shared services \/ offshore delivery model
\u2022
Hands\u2011on exposure to Microsoft Dynamics (Field Service), Pronto, Zoho, and Microsoft 365 (Outlook, Excel, Teams, SharePoint)
\u2022
Strong stakeholder management, problem\u2011solving, and escalation\u2011handling skills<\/p>\n","protected":false},"featured_media":7074,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false},"country":[17],"class_list":["post-7360","job_posting","type-job_posting","status-publish","has-post-thumbnail","hentry","country-india"],"acf":[],"yoast_head":"\n