Customer Care Team Leader

The Customer Care Team Leader  is responsible for leading the performance, development, and daily operations of the Order Entry team within Customer Care. This role plays a critical part in delivering a world‑class customer experience by ensuring accuracy, quality, compliance, and service excellence across the end‑to‑end sales order management process.

Acting as the primary point of escalation, this role ensures service levels are consistently met while partnering cross‑functionally to strengthen data governance, improve operational efficiency, and support regional and global business priorities.

Through strong people leadership, analytical thinking, and operational discipline, the Customer Care Leader ensures the team operates effectively, aligns with organizational standards, and supports consistent case management across the Order‑to‑Cash cycle.

• Lead, mentor, and develop a team responsible for sales order management and order entry activities.
• Set clear goals, KPIs, and performance expectations to ensure high‑quality and compliant execution of daily operations.
• Monitor workloads, prioritize activities, and allocate resources effectively to achieve service level targets.
• Act as the primary escalation point for complex data issues, documentation challenges, and high‑impact or critical orders.
• Oversee customer sales order creation, ensuring accuracy, compliance, audit readiness, and adherence to internal policies.
• Champion data quality standards and ensure regular data integrity checks are completed and properly documented.
• Partner closely with other Customer Care teams, GBS teams, Finance, Sales, and Technical functions to align on priorities, processes, and escalations.
• Represent the Sales Order Management team in cross‑functional meetings, continuous improvement initiatives, and regional or global governance forums.
• Identify process gaps and systemic issues across documentation workflows, data handling, and dispute management.
• Support the deployment of new tools, system enhancements, and data governance frameworks
• Communicate process, system, or policy changes clearly to ensure team alignment and operational continuity.