Team Lead - Parts Order Management

Job Summary

We are seeking a highly skilled Team Lead - Parts Order Analyst to support our Aftermarket Parts Distribution operations. This role is a techno-functional role and carries a high level of urgency and responsibility, with a strong focus on delivering timely, accurate, and effective solutions to dealer and customer issues. The successful candidate will perform complex analytical and problem-solving activities, addressing challenges that are more technical and strategic in nature rather than purely transactional.

Responsibilities

• Resolve complex dealer and customer issues quickly to minimize disruptions to order fulfillment and improve customer satisfaction.
• Serve as the primary technical escalation point for dealer-to-dealer inventory sharing program, addressing critical parts ordering, inventory availability, and system-related issues.
• Analyze recurring issues and drive root-cause resolution, implementing sustainable corrective actions to prevent future occurrences.
• Collaborate with cross-functional teams including Order Management, Business Leads, IT, Pricing, Claims Returns, Warehousing, Packaging, Product Groups, and Dealers to deliver end-to-end solutions.
• Monitor performance metrics and operational trends to identify improvement opportunities, enhance service levels, and support data-driven decision making.
• Lead continuous improvement and system enhancement initiatives that streamline processes, improve operational efficiency, and elevate the dealer experience.
• Drive dealer onboarding, training, and enablement, ensuring successful adoption of inventory-sharing programs, ordering platforms, and business processes while maintaining supporting documentation and knowledge resources.
• Promote a customer back culture by managing stakeholder communications, mitigating customer-impacting risks, mentoring team members, and ensuring solutions align with dealer and customer success.

Parts Order Management Goals

• Deliver an exceptional dealer experience through rapid issue resolution and proactive support.
• Drive adoption and operational excellence within the Dealer-to-Dealer Inventory Sharing Program.
• Lead continuous improvement and system enhancements that simplify processes and improve customer outcomes.
• Leverage data, collaboration, and technical expertise to improve service levels, efficiency, and business performance.
• Others as determined with supervisor

Qualifications

• Bachelor s degree or 3-year Diploma with equivalent experience.
• 10+ years of experience in Supply Chain, Aftermarket Parts Distribution, Order Management, Inventory Management, or related fields.
• Proficiency in SAS, Power BI, Antares, and Snowflake, with strong data analytics and reporting capabilities.
• Proven experience in Lean, Six Sigma, and continuous improvement initiatives.
• Strong analytical, problem-solving, and root-cause analysis skills.
• Excellent communication and stakeholder management abilities with experience working across global teams.
• Knowledge of Caterpillar processes and systems, including Dealer Parts Inventory Sharing (DPIS), Parts Ordering, Backorder Management, Inventory Planning, and Dealer Support Operations, will be an added advantage

Additional Information

• Should be willing to work in AP/EAME/US shifts
• This position requires no more than 5% travel
• This position requires working onsite five days a week.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.