* Provided support to the team as the Subject Matter Expert (SME) and assisted the Team Lead in maximizing the team’s potential * Identified and lead process improvement opportunities, ensuring SLAs and KPIs are achieved * Conducted interview of applicants for Order Entry * Handled and trained more than 15 order entry agents * Ensured documented procedures and processes are cascaded * Followed up on late orders by providing assistance across functional teams * Utilized as support from other SAP Users globally * Analyzed both successes and failures for improvement * Provided assistance on Rework and Manufacturing blocks * Accountable for the overall performance of team members, recognizing excellent performance and effectively managing any underperformance * Ensured that all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively * Provided best possible solution to issues raised by team * Served as a contingency plan when lacking headcount * Provided feedback and answers to POC concerns * In-charge of generating returns and disputes report in line with coaching and training * Evaluated monthly returns and counter measure reports * Conducted coaching and feedback for Process Improvement * Constructed corrective measures in lieu of KPIs, SLAs and training processes