Order Management Triage Associate/Lead
Hyderabad, India
4d ago

Job Details

About Tableau, a Salesforce company

Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization.

Global enterprises, early-stage startups, nonprofits, and governments all use Tableau’s intuitive software to quickly transform their data into actionable insights.

We are passionate about our product and our mission and we are loyal to each other and our company. We value work / life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!

Position Summary :

The Order Management Triage Team lead guides and oversees the Triage team to ensure timely and accurate completion of duties on a daily, monthly, and quarterly basis.

Provide outstanding customer service to employees, management, customers, partners, and vendors. Mentor team members through demonstrating leadership.

Work closely with all customer operations managers within the company to ensure customer satisfaction goals and team KPIs are met.

Collaborate and drive solution-oriented decisions with all cross functional departments to set reliable service standards.

Contribute to the company's overall customer service strategy and maintain a 24x7 global support model with direct reports in Hyderabad, India.

Primary Responsibilities (Essential Functions) :

  • Lead the Order Management triage team including resource management, hiring, mentorship, and performance management.
  • Lead Order Management Triage responsibilities to ensure timely follow up / resolution of outstanding issues and set service standards that can be relied upon.
  • Adhere to a same-day response commitment and have the flexibility to maintain inconsistent workflows (peak times vary by time of day and by time of quarter).
  • Help establish and manage to key metrics and performance indicators for triage. Provide routine program reports and any project updates.
  • Drive projects to successful completion as well as the day to day duties.

  • Brief and train team members on new programs or processes as required.
  • Triage the Customer Operations Escalation queue, process specific escalation cases as well as support by processing triage cases as needed.

  • Participate in data cleansing projects as assigned.
  • Work hours 5 : 30am 2 : 30pm IST
  • 4-week initial training program work hours 1 : 30pm 10 : 30pm IST
  • Must be able to work flexible / on-call hours on a rotating schedule including evenings, holidays, and weekends if necessary, to ensure timely and accurate completion of work deliverables on a daily / monthly / quarterly basis.
  • Additional Responsibilities :

  • Manage and resolve conflict proactively and professionally
  • Maintain records, including customer files, data base and electronic records
  • Recruitment : Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.
  • Other duties as assigned.

    Knowledge and Skill Requirements :

  • Some experience with e-commerce, credit-card processing, entitlement applications and Electronic Delivery Systems preferred.
  • Experience working varied hours to accommodate volume fluctuations caused by sales cycles, seasonality, emergencies, etc.
  • Demonstrated professional phone and email etiquette.
  • Proficiency in Salesforce, Google Workspace (G Suite), Microsoft Windows, Word, Excel, Outlook, and Chrome.
  • Ability to type 40 words per minute (skills verified).
  • Education / Experience :

  • 1+ year team lead experience.
  • 2+ years of experience with order and transaction processing, and / or customer service experience in a business environment processing a high volume of transactions in varying degrees of complexity using a computer-based order entry, CRM or ERM system preferred.
  • Senior School Certificate, Bachelor’s Degree preferred.
  • Working Conditions :

    The physical environment requires the employee to work indoors in an office space. Employee is exposed to controlled temperature and air, adequate natural and artificial light, average noise levels.

    Employee must be able to remain in a stationary position 90% of the time. Employee must be able to communicate and exchange information over the phone and / or via a computer.

    Employee must be able to perform work during the core working hours for the role and may be asked to work different and / or additional hours.

    Some travel may be required

    Tableau will operate independently under the Tableau brand, driving forward a continued focus on our mission, our customers and our Tableau Community.

    The acquisition closed on August 1, 2019, and Tableau is a wholly-owned subsidiary of salesforce.com, inc.

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