Head Customer Service

2 weeks ago

Mumbai, India Quagmire IT Services LLP Full time
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

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