Job Openings
Head Customer Service
About the job Head Customer Service
Position Overview
Wanted immediately Customer Service Head with 15+ years in Customer Service / Order fulfillment roles in manufacturing or engineering organizations
Key Responsibilities:
- End to End Order Management :
- Customer Satisfaction:
- Process & Data Management:
- Leadership & Team Management:
- 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