Senior Specialist - Accounting and Reporting, Finance and SCM

Senior Specialist - Accounting and Reporting, Finance and SCM

Chennai, Tamil Nadu

Job Summary

Team Leader – Midstream Contact Center, Supply Chain

Job Summary

The Team Leader is responsible for managing a team of supply chain contact center associates handling midstream operations, customer inquiries, order management, shipment tracking, inventory-related issues, exception management, and stakeholder communications. The role ensures operational excellence, SLA adherence, customer satisfaction, and continuous process improvement while acting as a key liaison between customers, logistics providers, distribution centers, planners, and internal business teams.

Key Responsibilities

Key Responsibilities

Team Management & Leadership

Lead, coach, and develop a team of contact center associates.

Conduct regular performance reviews, coaching sessions, and team meetings.

Manage workforce planning, scheduling, attendance, and productivity.

Drive employee engagement and foster a high-performance culture.

Support recruitment, onboarding, and training activities.

Supply Chain Operations Management

Oversee order lifecycle management from order receipt through fulfillment and delivery.

Monitor shipment status and proactively manage transportation exceptions.

Coordinate with logistics providers, warehouses, carriers, and planning teams.

Ensure timely resolution of supply chain disruptions and customer escalations.

Support inventory-related inquiries, backorders, allocation, and replenishment activities.

Customer & Stakeholder Management

Serve as the primary escalation point for complex customer issues.

Build strong relationships with customers, suppliers, carriers, and internal stakeholders.

Ensure effective communication regarding shipment delays, shortages, and service impacts.

Drive customer satisfaction through proactive issue resolution.

Performance & SLA Management

Monitor operational KPIs and service delivery metrics.

Ensure adherence to customer SLAs, contractual commitments, and internal targets.

Analyze operational trends and implement corrective actions.

Prepare and present performance reports to management.

Continuous Improvement & Compliance

Identify process improvement opportunities to enhance efficiency and customer experience.

Lead root cause analysis for recurring operational issues.

Ensure compliance with company policies, quality standards, and supply chain procedures.

Support automation, digitization, and Lean/Six Sigma initiatives.

Skill Requirements

Preferred Skills

Advanced Excel and reporting skills.

Knowledge of CRM platforms such as Salesforce, ServiceNow, or Zendesk.

Experience with KPI dashboards and performance analytics.

Lean Six Sigma Green Belt certification (preferred).

Excellent problem-solving and decision-making abilities.

Strong stakeholder and escalation management skills.

Key Performance Indicators (KPIs)

Operational Metrics

Service Level Agreement (SLA) Compliance

On-Time Resolution Rate

Case Aging

Backlog Management

Escalation Closure Rate

Order Fulfillment Accuracy

Customer Metrics

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Customer Escalation Reduction

First Contact Resolution (FCR)

Team Metrics

Productivity per Associate

Quality Scores

Attendance & Schedule Adherence

Employee Engagement

Attrition Rate

Supply Chain Metrics

On-Time Delivery (OTD)

Perfect Order Rate

Shipment Visibility Accuracy

Inventory Exception Resolution Time

Carrier Performance Compliance

Core Competencies

Team Leadership

Supply Chain Knowledge

Customer-Centric Mindset

Analytical Thinking

Conflict Resolution

Stakeholder Management

Decision Making Under Pressure

Process Improvement

Effective Communication

Results Orientation

Reporting To

Operations Manager / Supply Chain Contact Center Manager

Direct Reports

Supply Chain Associates, Senior Associates, Specialists

Other Requirements

Required Qualifications

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations, or related field.

2–5 years of experience in Supply Chain Operations, Contact Center Operations, Customer Service, or Logistics.

2–3 years of experience in a people leadership role.

Experience with ERP and supply chain management systems (SAP, Oracle, JDA, Kinaxis, Blue Yonder, etc.).

Strong knowledge of Order-to-Cash (O2C), transportation, warehousing, and inventory processes.

• Optional But Valuable Certifications: Certified Management Accountant (Cma), Chartered Financial Analyst (Cfa), Or Similar Credentials