Senior Specialist - Accounting and Reporting, Finance and SCM

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.

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