Customer Service Team Lead

4 weeks ago

Thane, India Hector & Streak Consulting Private Limited Full time

Role : Team Lead - Customer Service in Chemical / Pharma / API Intermediates manufacturing industry. Candidates preferred from above industry only. Purpose of the Position The Customer Service (CS) Team Lead plays a pivotal role in translating the CS India strategy into operational execution. They lead day-to-day CS operations, ensure timely delivery of services, and collaborate across functions (Sales, SCM, Logistics) to maintain smooth customer service processes. People Management ability to skillfully lead and nurture team to deliver exceptional customer experience and meet organizational objectives. "Empower your team by setting clear service goals and performance objectives. Guide members in organizing their daily workflows while offering hands-on support both administratively and technically-to ensure smooth operations and exceptional customer experiences. Foster a collaborative environment where accountability, empathy, and continuous improvement thrive." Key Responsibilities : Strategic & Operational Leadership Align with Head of CS India and CS Hub Lead to implement regional strategy and KPIs. Lead and manage CS team operations, ensuring workload coverage and milestone achievement. Drive continuous improvement and foster a performance-oriented culture. Customer Relationship Management Act as the interface between external customers and internal teams. Ensure high levels of customer satisfaction and timely resolution of issues. Compliance & Reporting Ensure adherence to CS policies and compliance standards. Generate dashboards and analytics for KPI tracking and reporting. Team Development Upskill and mentor CS team members for career growth. Hire and train new team members to maintain service continuity. Core Leadership Responsibilities Represent CS team to internal stakeholders (Finance, Procurement, Logistics, Sales). Support business functions in order processing, supply chain, and warehouse operations. Manage Order-to-Cash (O2C) processes for assigned accounts. Oversee operational rollouts and automation projects. Ensure business continuity through backup planning and operational matrix. Address stock discrepancies, overdue follow-ups, and customer non-conformance issues. Operational Oversight End-to-end customer support and satisfaction. Guide supply chain and order processing for local inventory. Coordinate overseas shipments and import documentation. Manage transport contractors for timely deliveries. Act as Trade Compliance Manager for Resource Efficiency (India). Execute SAP functions (invoicing, PO creation, goods receipt). Support complaint handling, sample requests, and business forecasting. Qualifications & Skills Education & Experience 8- 10 years of experience in Customer Service and People Leadership. Team building, coaching, mentoring and developing. Ability to work in structured manner Strategic mindset to involves proactive planning and data driven decision-making to elevate customer satisfaction and contribute to long-term business goals People Management ability to skillfully leading and nurturing team to deliver exceptional customer experience and meet organizational objectives. Technical Knowledge Proficiency in: SAP (R11, I11, Q11, W11), SAP-IBP CRM (CARAT Reports, Complaints) Power BI CUPSET+, ECPW Import System Additional Skills Strong analytical skills and experience with dashboards and reporting tools. Interested candidates can share their updated resume on or whatsapp on .

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