Team Lead - Sales & Operations (US Process)

Job Overview

We are seeking a strong, confident, and experienced Team Lead to oversee daily office operations and lead our international sales and customer support team for the Auto Parts business. The ideal candidate must have excellent communication skills, proven leadership experience, and strong exposure to US sales and customer support processes.

This role ensures that every order, commitment, and customer interaction from the night shift is accurate, accountable, and aligned with PartsCentral standards. The Team Lead drives operational discipline, performance improvement, and backend readiness, enabling the night shift team to focus fully on sales and customer support.

Key Responsibilities

1. Team & Operations Management

• Lead, guide, and supervise Night-shift employees to ensure a smooth workflow.
• Monitor daily operations, productivity, discipline, and team performance.
• Create work schedules, assign tasks, and ensure seamless team coordination.
• Handle operational escalations and ensure timely resolutions.
• Enforce adherence to company policies, sales protocols, and quality standards.
• Provide ongoing coaching, training, feedback, and structured performance evaluations.

2. Sales & Business Support

• Develop strategies to meet and exceed sales targets.
• Track sales activities, conversions, and revenue milestones.
• Review and validate overnight orders for invoice accuracy, documentation completeness, supplier confirmations, and CRM updates.
• Audit call recordings and agent communication to identify wrong commitments, pricing errors, and service risks.
• Provide actionable feedback to improve conversion rates, communication quality, and promise accuracy.
• Track daily KPIs including lead status movement, documentation completion, delayed dispatch cases, returns/RMA logs, and operational gaps.
• Escalate and resolve issues proactively—mismatched parts, missing data, payment risks, supplier delays.
• Improve systems and workflows: enforce SOPs, optimize dashboards, and eliminate recurring operational issues.
• Maintain transparent reporting via a Daily Operations Summary for management, including fixes, failures, and follow-ups.
• Coordinate closely with night-shift leadership to close open loops and ensure business continuity.

3. Operational Control & Performance

• Validate all overnight orders for accuracy in pricing, part details, commitments, supplier availability, and CRM documentation.
• Audit calls to identify communication gaps, wrong promises, and improvement areas.
• Drive systemic improvements by resolving recurring operational issues.
• Track and follow up on pending RMAs, delayed orders, at-risk commitments, and chargeback risks.
• Submit the Daily Operations Performance Report, including:
• Completed tasks
• Highlighted risks
• Required actions for the night shift
• Maintain and continuously improve the performance dashboard for all key operational metrics.

Key Performance Indicators (KPIs)

• Team discipline index (attendance + task completion rate)
• Documentation accuracy (%)
• Promise accuracy (%)
• Weekly reduction in operational errors
• Customer escalation closures vs. new escalations
• Performance score improvement across agents

Key Requirements

• Minimum 3 years of experience in US Sales, Customer Support, or International Voice/Non-Voice Process.
• Experience managing operations and leading teams, preferably with night-shift exposure.
• Excellent verbal and written communication skills.
• Strong leadership, team management, and conflict-resolution abilities.
• Ability to multitask, stay organized, and work efficiently under pressure.
• Strong problem-solving and decision-making skills.
• Experience in International Sales / Customer Support is an added advantage.

Work Timing: 9:00 AM – 6:00 PM / Immediate Joiners Preferred

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person