Supply Chain Specialist (Team Lead) - Korea and Japan market

Reports to: Operations Manager/Delivery Lead

Job Summary

We are seeking an experienced and results-driven Team Lead to oversee the day-to-day supply chain operations of both the Channel Management and Query Management teams. This role is instrumental in ensuring operational excellence across supply chain execution, customer support, and order fulfillment processes. The Team Lead will play a critical role in managing client expectations, driving team performance, and ensuring process compliance across the end-to-end customer service and supply chain support lifecycle.

Relevant experience in supply chain operations, order management, and client-facing roles is essential due to the complexity and criticality of the work.

Key Responsibilities

Team Leadership & Performance Management

Lead, coach, and mentor a team to deliver high-quality service to the client.

Allocate resources effectively to meet operational SLAs and customer priorities.

Monitor and manage team performance metrics (e.g., order backlog, query resolution time, customer satisfaction).

Conduct regular performance reviews, feedback sessions, and training plans to upskill the team.

Client & Stakeholder Management

Act as the primary point of contact for client escalations and operational discussions.

Collaborate with regional/global client stakeholders, internal support teams, and 3rd parties to address high-priority supply, delivery, or claims issues.

Participate in customer meetings and business reviews to present insights, process improvements, and performance metrics.

Operations Oversight

Oversee end-to-end order-to-cash activities including allocation, forecasting support, SKU setup, order issue resolution, returns, and credits.

Ensure compliance with regulatory and customer-specific processes such as SOP updates, customer onboarding, and master data management.

Supervise claims processing related to shipment, pricing, and returns, ensuring proper documentation and validation.

Collaborate with cross-functional teams (S&OE, F&L, OM, Finance, etc.) to resolve complex operational challenges.

Continuous Improvement & Reporting

Analyze supply chain and customer service metrics to identify trends, root causes, and areas for improvement.

Drive process standardization, automation, and innovation to improve operational efficiency and customer experience.

Provide regular operational updates and dashboards to leadership and client stakeholders.

Qualifications

Basic Requirements

Minimum 5 years of experience in a supply chain operations.

At least 1 to 2 years in a team lead or supervisory role.

Bachelor’s Degree in Supply Chain, Logistics, Business, or related field.

Strong working knowledge of SAP (FI/SD/Order Management modules) and Microsoft Excel.

Preferred Qualifications

Experience in BPO/outsourcing environments and global client management (Japan and Korea market)

Familiarity with customer claims management tools, partner collaboration platforms, and reporting systems.

Prior exposure to order lifecycle processes, allocations, and distribution channel coordination.