Order Management Team Leader

Overview
This temporary position as team lead role within the NSE Channel Order Management Team has arisen to provide cover during a period of Maternity Leave. The key focus of the role is to ensure that the order management fundamentals are delivered from order placement through to product delivery and post delivery support. This role supervises the day to day transactions within the North South Europe region. This role supports the Apple NSE Channel Order Management Team to deliver outstanding customer service to each of the Routes to Market in the channel. As a Supervisor you need to be customer focused, people-focused, self-motivated, interested and involved. You would be working as part of the overall Management team and would report directly to the NSE OM Manager. Working with the rest of the Management team you are expected to portray an image of professionalism and customer focus when communicating with your team and other supporting teams.


Responsibilities
Customer/Department Support:

-Ensure daily and weekly team targets are met and maintained across all key performance indicators.
-Daily management and actioning of unshippable allocation.
-Ensure service level agreement is achieved in respect of order & returns, customer query management and call r-response times.
-Identify opportunities for continuous improvement in NSE OM team.
-Deputize for NSE OM Manager when required.
-Act as an escalation point when dealing with customer related issues.
-Work with your team to identify processes that can be amended to provide improved customer support or customer experience.
-Work closely with team to assure that appropriate phone cover is maintained at all times.
-Analyse trends and transactional workload of team members to maximise efficiencies.


Team Support & People Management:

-Work with each individual Team member on a personal development plan and assure consistent implementation of agreed action items.
-Ensure that any items that affect the team’s performance are dealt with immediately.
-Provide documented performance up-dates to the team on bi-monthly basis during scheduled one2one sessions.
-Managing, motivating and developing team on a day-to-day basis.
-Provide input in the Recruitment Process when applicable.
-Identify team training & development needs.
-Responsible for ensuring Apple's policies are communicated to and administered by staff.
-Assist in annual goal setting for team and in performance reviews.
-Holiday planning for relevant region to ensure right coverage is in place.
-Approval of weekly timesheets on Clockwise for relevant team members.


Skills and Experience:

-2-3 years team-leading experience in a strong customer focused environment, preferably Order Management.
-Workload balancing experience and ability to provide support and clear direction to a team.
-Proven track record in managing and working through employee issues.
-Excellent communication, motivation & decision making skills.
-Excellent influencing skills and ability to work with key business Stakeholders.
-Strong administrative background.
-Expert SAP, GCRM, Excel and Keynote skills.
-People management experience.
-Proven track record dealing with customers.
-Have completed people management skills training.
-Operations and logistics experience.
-A track record of delivering results in respect of mid-scale to complex projects.