Customer Service

5 days ago

Thāne, India Hector And Streak Consulting Full time

We have career opportunity with leading manufacturing MNC company in Thane.

Role : Team Lead - Customer Service in Chemical / Pharma / API Intermediates manufacturing industry.

Candidates prefered 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.

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

  • 810 years of experience in Customer Service and People Leadership.

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.

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