Order Management Team Lead

3 days ago

Singapore KnowBe4 Full time

KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4's platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.

**We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last six years.**

The International Order Management Team Lead is responsible for ensuring their Order Management team delivers high quality customer service to our internal and external customers by overseeing the day-to-day operations and ensuring team effectiveness through supervision, coaching, and training of the team. In addition, this role will serve as the primary point of contact for all escalated issues to help troubleshoot and resolve customer issues, and work to identify and drive system and workflow improvements.

**Responsibilities**:

- Serve as a point of escalation to help troubleshoot and resolve customer issues
- Identify and spearhead system and workflow improvements to enhance team effectiveness
- Build and develop an efficient and effective order processing team in the SSC
- Monitor the business traffic load and help determine future personnel needs, report to management with a program to fulfill any requirements
- Train International team members on processes and policies
- Monitor changes in the business and organizes processes and policies aligned with other department policies
- Maintain weekly reports
- Monitor department statistics and ensure International team efforts are focused on current priorities
- Assist in handling ad hoc requests and tasks to help keep production flowing
- Perform additional tasks as directed
- Support International A/R Specialists with any customer inquiries about their accounts
- Assist with month-end closing activities
- Handle all questions in regards to Vendor Form Requests (internal and external)
- Support Order Management with invoicing
- Provide genuine recommendations as to the International hiring, firing, and discipline of subordinates to which the organization gives significant weight
- Work alongside the Growth and Quality teams to develop training and coach members on processes and policies
- Assist A/R Manager with managing, motivating, and training staff on all collections and A/R duties for International team

**Qualifications**:

- Associates preferred but not required
- Strong verbal and written communications
- Excellent time management and organization skills
- Capacity to lead and grow with us
- Note: An applicant assessment and background check may be part of your hiring procedure._

No recruitment agencies, please.

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