Head Customer Service

Position Overview

Wanted immediately Customer Service Head with 15+ years in Customer Service / Order fulfillment roles in manufacturing or engineering organizations

Key Responsibilities:

1. End to End Order Management :
2. Customer Satisfaction:
3. Process & Data Management:
4. Leadership & Team Management:
5. 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