Senior Specialist - Accounting and Reporting, Finance and SCM

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Customer Success

In short

This role is for a Team Leader in a Supply Chain Contact Center, responsible for managing a team of associates who handle customer inquiries, order management, and supply chain operations. The position requires overseeing operational excellence, customer satisfaction, and continuous process improvement, acting as a liaison between various stakeholders.

Responsibilities

Manage and develop a team of supply chain contact center associates.
Oversee order lifecycle management, shipment tracking, and inventory inquiries.
Coordinate with logistics providers, carriers, and internal teams.
Serve as the primary escalation point for complex customer issues.
Monitor operational KPIs and ensure adherence to SLAs.
Identify process improvement opportunities and ensure compliance with company policies.

Requirements

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.
Advanced Excel and reporting skills.
Knowledge of CRM platforms such as Salesforce, ServiceNow, or Zendesk.
Experience with KPI dashboards and performance analytics.
Excellent problem-solving and decision-making abilities.
Strong stakeholder and escalation management skills.

Desired Qualifications

Lean Six Sigma Green Belt certification (preferred).
Certified Management Accountant (CMA), Chartered Financial Analyst (CFA), or Similar Credentials (optional but valuable).

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that puts its people first.
Work with a global technology company with 223,000+ employees in 60 countries.

Skills

ExcelSalesforceServiceNowZendeskSAPOracleJDAKinaxisBlue Yonder

#supply chain#contact center#customer service#logistics#leadership

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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