Team Lead

eClerx is looking for a Supervisor – Order Management & Case Management to lead a team handling the end-to-end order lifecycle and customer case resolution. This is a high-priority role supporting global operations, and we need someone who can drive SLA compliance, team performance, and process excellence.

About the Role

:You will own and oversee order management and case management operations — from order entry to fulfillment, case intake to resolution. You'll lead a team of specialists, manage escalations, coordinate cross-functionally, and continuously improve workflows to ensure service quality and operational efficiency

.
Key Responsibilitie

• s:Lead, coach, and develop a team of OM/CM specialis
• tsOwn end-to-end order management (entry, validation, fulfillment, modifications, cancellation
• s)Manage case management via Salesforce (SFDC) or similar C
• RMEnsure SLA compliance, backlog management, and case resolution timelin
• esDrive process improvement and SOP developme
• ntServe as primary point of contact for escalations and cross-functional coordinati
• onTrack KPIs: SLA, CSAT, quality, productivity, and resolution ti
• meSupport hiring, onboarding, and traini

ngQualification

• s:Bachelor's degree or equivalent experien
• ce3+ years Order Management / Case Management / Customer Operations experien
• ce3+ years supervisory or team lead experien
• ceHands-on experience with Salesforce (SFDC) — requir
• edExperience with NetSuite — nice to ha
• veStrong client-facing and escalation management experien
• ceAdvanced Excel, PowerPoint, and reporting skil
• lsStrong communication and stakeholder manageme

ntShift: Mid-shift (3PM – 12A

M)Setup: Permanent onsite in Northgate, Alaba

ng
What We Off

• er:Competitive salary package (₱40,000 – ₱45,0
• 00)HMO and government-mandated benef
• itsCareer growth in a global organizat
• ionCollaborative and fast-paced environm