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Head Customer Service

Quagmire IT Services LLPMumbai, Maharashtra, India

1 day ago

Job type

Job description

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

Customer Service • Mumbai, Maharashtra, India