Head Customer Service
Head Customer Service
Posted on :
10-07-2025
Employer Active
1 Vacancy
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Job Description
Position Overview
Wanted immediately Customer Service Head with 15 years in Customer Service / Order fulfillment roles in manufacturing or engineering organizations
Key Responsibilities:
- End to End Order Management :
- Customer Satisfaction:
- Process & Data Management:
- Leadership & Team Management:
- Strategic Contribution:
- Act as the central point of contact for production logistics and sales teams to streamline order execution.
- Oversee end-to-end order management ensuring timely processing dispatch and fulfilment.
- Supervise raw material planning and inventory management to ensure plan adherence.
- Maintain high standards of customer service by ensuring timely resolution of critical client issues.
- Liaise proactively with KAMs for prioritised order management.
- Monitor customer satisfaction index and ensure continuous improvement.
- Ensure adherence to data management systems such as CRM.
- Drive system-based decision-making for transparency and efficiency.
- Implement and monitor KPIs across customer service functions.
- Lead coach and mentor the customer service team to meet and exceed performance goals.
- Foster a culture of ownership responsiveness and continuous improvement within the team.
- Ensure collaboration across divisions and plants to meet customer requirements.
- Support the achievement of revenue targets through proactive follow-ups and order bookings.
- Drive alignment with business development initiatives for targeted growth areas.
- Contribute to training and development initiatives to enhance team capabilities.
Key Competencies & Skills
- Strong leadership in customer service order management and client coordination
- Expertise in production planning inventory control and dispatch operations
- Proven ability to lead cross-functional teams and manage multi-site execution
- Analytical mindset with proficiency in data management systems (CRM tools).
- Excellent communication and interpersonal skills to manage internal and external stakeholders.
- Problem-solving orientation with a customer-first approach.
Educational Qualification:
- Graduate in Engineering / Commerce / Business Administration.
- MBA in Operations / Supply Chain Management / Marketing (preferred).
Preferred Experience:
- Experience working across functions like sales production dispatch and customer interface
- Strong understanding of OEM/Tier-1 client expectations in B2B industrial setups
20LPA
Employment Type
Full Time
Key Skills
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