Team Lead

eClerx; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO and government-mandated benefits

Collaborative and fast-paced environn.

Job summary

eClerx is seeking a Supervisor – Order Management & Case Management to lead a high‑performing team responsible for the end‑to‑end order lifecycle and case resolutions. You will drive SLA compliance, coaching, and process improvements to ensure service quality across global operations.

The role requires hands‑on experience with Salesforce (SFDC) and NetSuite, strong stakeholder management, and a track record of delivering efficient, scalable customer operations.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years Order Management / Case Management / Customer Operations experience.
• 3+ years supervisory or team lead experience.
• Hands-on experience with Salesforce (SFDC).
• Experience with NetSuite is a plus.
• Strong client-facing and escalation management experience.
• Advanced Excel, PowerPoint, and reporting skills.
• Strong communication and stakeholder management.

Responsibilities

• Lead, coach, and develop a team of OM/CM specialists.
• Own end-to-end order management (entry, validation, fulfillment, modifications, cancellation).
• Manage case management via Salesforce (SFDC) or similar.
• Ensure SLA compliance, backlog management, and case resolution timelines.
• Drive process improvement and SOP development.
• Serve as primary point of contact for escalations and cross-functional coordination.
• Track KPIs: SLA, CSAT, quality, productivity, and resolution time.
• Support hiring, onboarding, and training.

Skills

Order Management

Case Management

Team supervision

Salesforce (SFDC)

NetSuite

Advanced Excel

PowerPoint

Reporting

Client-facing

Escalation management

Stakeholder management

Education

Bachelor's degree or equivalent experience

Tools

Salesforce (SFDC)

NetSuite

Job description

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

ngWhat We Off

• 00)HMO and government-mandated benef
• ionCollaborative and fast-paced environm