TL, Order Processing SEMEA/France (fixed term)

About the Role

Leads order processing team for specific region, manages processing orders received through our distribution partners in alignment with company's values and goals. To be a liaison between Order Processing Team and Order Processing Senior Manager with the aim to drive and improve team performance and ensure company policies are being adhered to always. The Team Leader is responsible for employee goal setting, performance management, career planning and development, for promoting teamwork and quality while meeting the departments processing goals.  

What You’ll Do

• Regularly reviews of orders queues to make sure team members are taking ownership of keeping their regions within SLA;
• Maintains good relationships on internal and external channel to ensure issues can be resolved quickly;
• Manages and responds to inquiries from other company’s departments 
• Identify training requirements and support the OP team in terms of training and development;
• Ensure team members activity reports on progress are created on a weekly basis;
• Investigate any areas of inefficiency/inconsistency and implement any process changes to ensure orders are processed in the most efficient and timely manner, reducing errors;
• Updates customer relationship management system (Salesforce) and researches and validate orders against Salesforce and open order reports;
• Works with other managers within Veeam to make sure departments are closely working together and aligned;
• Provides consistent and reliable feedback to improve operations.  
• Coach and mentor team members to improve their results;
• Assist team members to complete and prioritize activities daily with minimal error;
• Ensuring communication and escalation paths are clearly defined and workload appropriately split amongst the team’s members;
• Evaluate subordinate performance, communicate with employees, and provide information for work performance improvement;
• Conducts or participates in Team Meetings as necessary; 
• Conduct regular one to one with staff members to provide them constructive feedback on their performance;
• Reports any issues within order processing to Manager/Director  
• Interviewing candidates and hiring new employees;
• Collaborate with Senior Order Processing Trainer to monitor performance of new employees within their first 3 months, identify “at risk” or underperforming members and to work to develop solutions to improve their performance. 
• Monitor/shadow and coach new hires on ways to improve - provide adequate feedback whenever necessary;
• Deal with inquiries regarding order processing procedures;
• Correct processing mistakes notified internally or externally;
• Communicating with Senior Order Data Quality Specialist to highlight the common issues, find and fix errors;
• Support Order Processing Manager with any other tasks and/or projects as required;
• Provides consistent and reliable feedback to improve operations. 
• Maintains working knowledge of products, order fulfillment policies and procedures, contractual agreements and basic accounting processes.
• Ensure the team is up-to-date with new changes in the process/tools by providing clear cut instructions/information to the team through emails, regular meetings;
• Recognize and celebrate team and team member accomplishments and exceptional performance;
• Participate in management meetings and take responsibility for OP team improvement initiatives and other assigned action items;
• Maintaining and promoting a successful and positive work environment;
• Ensure Veeam Core Values are being carried out by all employees on the team;
• Performs other duties as assigned 

What You’ll Bring

• Bachelor’s Degree (A combination of education and experience will be considered) 
• English - Advanced
• Experience with order processing, accounting, customer support or services 
• Knowledge of Salesforce.com  
• Organizational and leadership abilities 

Bonus Skills

• Proactivity on understanding and assimilating order processing procedures functionality and importance;
• Problem solving;
• Decision making (ability to make a decision based on knowledge base)
• Exceptional verbal and written communication skills;
• Good attention to detail and accuracy;
• Keeping track of new procedures updates;
• Organizational skills and time management;
• Ability to adapt to quick changes, successfully implement it and prioritize accordingly;
• Capacity to understand the company and customer’s needs;
• Stress resistance (working under the pressure);
• Self-motivation and initiative;
• Good coaching and mentoring skills;
• Multitasking (be able to manage several tasks at the same time and meet deadlines);
• Desire to learn and succeed in a fast paced environment;
• Hardworking (willing and ability to work OT);
• Challenging tasks (willing to deal with complicated cases/orders);
• Role value (clear understanding of the role);
• Delegating/ability to understand team needs/interests;
• Communication skills (soft skills);
• Responsibility (understanding big picture);
• Ability to handle escalations effectively;
• Being proactive (taking the initiative on process improvements) 

What You’ll Get 

 

• 21 annual vacation days, additional days based on tenure, plus 3 global VeeaMe Days for self-care
• Private health, dental, and vision insurance for employees and dependents
• Mental health support with up to 12 free therapy sessions
• Private hospital coverage for planned and emergency care
• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform
• Life, critical illness, and disability insurance
• One paid volunteer day annually through Veeam Cares
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.

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