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Deputy Lead – Customer Service

2 weeks ago

Remote, India Milltex Full time ₹ 8,00,000 - ₹ 9,00,000 per year

Job description

POSITION: Deputy Lead – Customer Service (US Division)
LOCATION: Remote (India-based)
HOURS: 9 AM – 5 PM EST
DEPARTMENT: Customer Service – NY Operations

COMPANY OVERVIEW:
MillTex Blanks is a leading manufacturer and distributor of premium apparel products based in Tonawanda, NY, serving B2B customers across North America.

PRIMARY OBJECTIVE:

We are seeking a proactive and experienced Deputy Lead – Customer Service to support and co-lead our remote Customer Service operations for the US division. The ideal candidate will bring strong B2B order management experience, sound inventory knowledge, and leadership capabilities to help drive operational efficiency, customer satisfaction, and team performance.

KEY RESPONSIBILITIES:1. Team Leadership & Coordination

  • Assist the Customer Service Lead/Manager in daily team supervision and performance tracking
  • Serve as a first point of escalation for complex customer or order-related issues
  • Provide mentorship and training to Customer Service Executives
  • Coordinate workflow distribution and task prioritization
  • Assist in onboarding and process documentation for new team members

2. B2B Order Management

  • Oversee accurate and timely processing of purchase orders
  • Conduct regular checks for order pricing, inventory availability, and order integrity
  • Manage escalated modifications, special order requests, and backorders
  • Ensure SLAs and KPIs related to order processing are consistently met

3. Inventory & Process Oversight

  • Monitor stock levels and coordinate with inventory teams in NY and Canada
  • Identify discrepancies and implement process improvements for inventory accuracy
  • Provide input to forecast planning and replenishment strategies
  • Support implementation of system enhancements related to inventory and order tracking

4. Customer Relationship Management

  • Handle high-priority or escalated customer inquiries and complaints
  • Ensure consistent, professional, and proactive communication with clients
  • Analyze service trends and recommend improvements in service quality
  • Collaborate with cross-functional teams including logistics and sales to ensure customer satisfaction

REQUIRED QUALIFICATIONS:Education:

  • Bachelor's degree required; business, supply chain, or related field preferred

Experience:

  • 3 years in customer service or B2B operations
  • Minimum 1 year in a senior/executive or team coordination role
  • Experience with US-based clients and remote service delivery
  • Familiarity with apparel industry or product-based businesses is a plus

Skills & Competencies:

  • Excellent written and spoken English communication skills
  • Advanced MS Excel skills and comfort with ERP/order management systems
  • Strong analytical, decision-making, and problem-solving capabilities
  • Ability to guide and motivate remote teams
  • Highly organized with a keen eye for detail

TECHNICAL COMPETENCIES:

  • ERP/CRM/order processing platforms
  • Shipping and logistics systems
  • Intermediate to advanced Excel (pivot tables, lookups, data validation)

SOFT SKILLS:

  • Leadership and team coordination
  • Customer-first mindset
  • Time management and prioritization
  • Conflict resolution and adaptability

WORKING CONDITIONS:

  • Remote (India-based)
  • EST time zone coverage: 9 AM – 5 PM
  • Laptop and internet connectivity required
  • Primarily system- and communication-based work

PERFORMANCE METRICS:

  • Order and inventory accuracy
  • First response and resolution time on escalated cases
  • Team support and leadership effectiveness
  • Process improvement and documentation contributions

REPORTING STRUCTURE:

  • Reports to: Customer Service Manager – NY Operations
  • May supervise: Junior Customer Service Executives

COMPENSATION & EVALUATION:

  • Fixed monthly salary
  • Performance-based incentives and reviews
  • Leadership development opportunities

PREFERRED CANDIDATES WILL HAVE:

  • Experience in B2B operations within the apparel or retail sectors
  • Prior exposure to US-based customer service standards
  • Experience in remote team collaboration and digital tools

Job Type: Full-time | Remote | Leadership Track

Pay: ₹80,000- ₹90,000 per month

Benefits:

  • Paid time off

Schedule:

  • Monday to Friday
  • Night shift

Experience:

  • Inventory management: 2 years (Required)
  • ERP systems: 2 years (Required)
  • B2B Customer service: 3 years (Required)

Language:

  • English (Required)

Work Location: Remote

Job Types: Full-time, Contractual / Temporary

Job Types: Full-time, Contractual / Temporary

Pay: ₹80, ₹90,000.00 per month

Schedule:

  • Monday to Friday
  • Night shift

Experience:

  • Customer service: 3 years (Required)
  • ERP: 3 years (Required)
  • B2B Customer Service: 3 years (Required)
  • Inventory management: 3 years (Required)
  • Management: 2 years (Required)

Language:

  • English (Required)

Work Location: Remote

Speak with the employer

Application Deadline: 22/06/2025