Customer Support Lead

Job Summary:
The **Team Lead for Procurement and Customer Support** serves as the driving force behind a high-performing team responsible for procurement operations, order management, and customer support excellence. This leadership role focuses on aligning team activities with organizational objectives, ensuring seamless delivery of goods and services, and fostering a customer-centric approach.

The Lead oversees supplier management, strategic sourcing, and procurement activities, ensuring that materials and services are acquired efficiently, cost-effectively, and in compliance with regulatory standards

This role emphasizes team development, mentoring, and performance management, empowering team members to achieve their goals while driving continuous improvement initiatives. By leveraging advanced ERP systems and data analytics tools, the Lead identifies opportunities to enhance efficiency, reduce costs, and ensure alignment with customer and business needs.

**Responsibilities**:

- Lead, mentor, and develop a high-performing team of procurement coordinators and customer support professionals.
- Set clear goals, monitor team performance, and provide feedback to drive continuous improvement.
- Serve as the primary escalation point for complex issues, guiding the team toward effective resolutions.
- Foster a collaborative and customer-focused culture within the team.
- Develop and execute strategies to meet business objectives, including cost savings and supplier performance optimization.
- Oversee supplier relationships, ensuring compliance with contracts, quality standards, and delivery timelines.
- Oversee the end-to-end order management process, ensuring timely and accurate order creation, processing, and delivery.
- Collaborate with internal teams and external stakeholders to address and resolve order-related challenges.
- Ensure consistent communication with customers, providing timely updates and addressing escalations with professionalism.
- Monitor team adherence to internal quality standards and policies.
- Identify and implement opportunities to streamline procurement and customer support workflows.
- Lead initiatives to enhance supplier performance, reduce costs, and improve delivery timelines.
- Generate and analyze procurement and customer support reports to track key performance indicators (KPIs) and identify trends.
- Provide regular updates to senior management, highlighting team achievements, risks, and opportunities.
- Use data-driven insights to inform strategic planning and decision-making.
- Act as a liaison between suppliers, internal teams, and customers, ensuring alignment and effective communication.
- Represent the team in meetings with leadership, presenting updates and strategic plans.
- Manage large-scale or high-priority procurement and order fulfillment projects, ensuring timely and successful execution.
- Coordinate with multiple departments to align activities with project deadlines and deliverables.
- Perform other duties as required to support organizational objectives and ensure operational success.

Skills and Experience:

- Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field.
- Proficiency in data analytics tools such as Power BI, Tableau, or Excel for generating insights and reports.
- Familiarity with inventory management systems and their integration with procurement workflows.
- 5+ years of experience in procurement, supply chain, or customer support roles with progressive responsibility.
- Proven success in managing supplier relationships, handling escalations, and optimizing procurement operations.
- Hands-on experience with ERP systems and data analytics tools.
- Background in managing cross-functional teams and leading high-priority projects.
- Demonstrated ability to implement cost-saving strategies and process improvements.
- In-depth knowledge of supply chain dynamics, inventory planning, and demand forecasting
- Strong problem-solving and analytical abilities to drive continuous improvement initiatives.
- Ability to use data insights for strategic planning and performance optimization.
- Excellent interpersonal skills for liaising with customers, suppliers, and cross-functional teams.