Customer Service Manager

The Customer Service Manager (India) will have overall responsibility for customer service and warehouse operations in India. Reporting to the Global Customer Service Director, this role ensures alignment with global best practices, delivers excellent customer service, and supports business growth.

The CSM will oversee order processing, dispatch, inventory control, compliance, and warehouse activities, while leading, motivating, and developing a flexible team capable of working across both customer service and warehouse functions.

Customer Service Leadership

• Ensure high standards of customer service, acting as the primary escalation point in India.
• Oversee accurate and timely order processing, dispatch, and invoicing in line with commercial priorities.
• Implement customer service policies, procedures, and best practices aligned with global standards.
• Manage feedback, complaints, and customer escalations professionally and efficiently.
• Provide ongoing coaching, 1:1s, and performance reviews; handle performance management in line with company and HR policy.
• Drive continuous improvement initiatives and support implementation & testing of new systems or processes as needed.

Warehouse & Inventory Management

• Ensure accurate, efficient, and timely processing and dispatch of customer orders.
• Supervise and optimize the pick, pack, and ship process to meet SLA and customer expectations.
• Maintain accurate inventory records; perform stock reconciliations and annual stock checks.
• Monitor warehouse safety, cleanliness, security, and organization of all storage areas.
• Raise purchase orders (POs) for local requirements; perform PO vs invoice comparisons.
• Monitor safety stock levels and coordinate replenishment with the Supply Chain and Country Manager.
• Maintain and update SKU reports and other relevant inventory documentation.

Order Processing & Dispatch

• Lead the order fulfilment process to ensure prompt dispatch and delivery of goods.
• Monitor order flow to ensure no unnecessary delays that may impact customer satisfaction or monthly sales targets.
• Ensure invoicing is done daily and accurately; collaborate with Finance to follow up on overdue payments.

Customs, Import & Compliance

• Oversee import processes, resolve any customs-related issues during shipment receipt.
• Handle insurance documentation, damage claims for lenses, and coordinate with relevant stakeholders.
• Maintain accurate and up-to-date records related to import documentation, customer complaints, and legal correspondence.

Systems, Documentation & Reporting

• Maintain accurate customer master data in CRM/ERP systems.
• Generate and analyse inventory, shipping, and order reports, support commercial / sales and finance with data for quarterly reporting.
• Ensure compliance with local data protection and money laundering regulations.
• Keep records of all legal documents and correspondence related to customer support.

What Experience & Skills Do You Need:

Essential:

• Bachelor's degree in supply chain, Logistics, Business Administration, or related field.
• Minimum 5–7 years of experience in inventory and warehouse management, preferably in medical devices, pharma, or FMCG sectors.
• Strong understanding of local customs regulations, insurance requirements, and import/export procedures.
• Proven experience in managing teams and working cross-functionally.
• Hands-on experience with ERP systems and inventory management software.
• Fluency in English

Desirable:

• Experience working in a global organization or in alignment with international customer service standards.
• Knowledge of SAP, Oracle, or other ERP systems.
• Familiarity with regulated industries such as healthcare or pharmaceuticals.

What We Can Offer You:

• Comprehensive benefits package including Health and wellness allowance
• Employee Assistance Program
• Global appreciation platform to recognize colleagues around the globe
• Being part of an organization you can be proud to work for changing the lives of millions of people