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Customer Service Team Lead

Customer Service Team Lead

Hector & Streak Consulting Private LimitedIndia
11 hours ago
Job description

Role

: Team Lead - Customer Service in

Chemical / Pharma / API Intermediates manufacturing industry.

Candidates preferred from above industry only.

Purpose of the Position

The

Customer Service (CS) Team Lead

plays a pivotal role in translating the CS India strategy into operational execution. They lead day-to-day CS operations, ensure timely delivery of services, and collaborate across functions (Sales, SCM, Logistics) to maintain smooth customer service processes.

People Management ability to skillfully lead and nurture team to deliver

exceptional customer experience and meet organizational objectives.

"Empower your team by setting clear service goals and performance objectives. Guide members in organizing their daily workflows while offering hands-on support both administratively and technically—to ensure smooth operations and exceptional customer experiences. Foster a collaborative environment where accountability, empathy, and continuous improvement thrive."

Key Responsibilities :

Strategic & Operational Leadership

Align with Head of CS India and CS Hub Lead to implement regional strategy and KPIs.

Lead and manage CS team operations, ensuring workload coverage and milestone achievement.

Drive continuous improvement and foster a performance-oriented culture.

Customer Relationship Management

Act as the interface between external customers and internal teams.

Ensure high levels of customer satisfaction and timely resolution of issues.

Compliance & Reporting

Ensure adherence to CS policies and compliance standards.

Generate dashboards and analytics for KPI tracking and reporting.

Team Development

Upskill and mentor CS team members for career growth.

Hire and train new team members to maintain service continuity.

Core Leadership Responsibilities

Represent CS team to internal stakeholders (Finance, Procurement, Logistics, Sales).

Support business functions in order processing, supply chain, and warehouse operations.

Manage Order-to-Cash (O2C) processes for assigned accounts.

Oversee operational rollouts and automation projects.

Ensure business continuity through backup planning and operational matrix.

Address stock discrepancies, overdue follow-ups, and customer non-conformance issues.

Operational Oversight

End-to-end customer support and satisfaction.

Guide supply chain and order processing for local inventory.

Coordinate overseas shipments and import documentation.

Manage transport contractors for timely deliveries.

Act as Trade Compliance Manager for Resource Efficiency (India).

Execute SAP functions (invoicing, PO creation, goods receipt).

Support complaint handling, sample requests, and business forecasting.

Qualifications & Skills

Education & Experience

8- 10 years of experience in Customer Service and People Leadership.

Team building, coaching, mentoring and developing.

Ability to work in structured manner

Strategic mindset to involves proactive planning and data driven decision-making to elevate customer satisfaction and contribute to long-term business goals

People Management ability to skillfully leading and nurturing team to deliver exceptional customer experience and meet organizational objectives.

Technical Knowledge

Proficiency in :

SAP (R11, I11, Q11, W11), SAP-IBP

CRM (CARAT Reports, Complaints)

Power BI

CUPSET+, ECPW

Import System

Additional Skills

Strong analytical skills and experience with dashboards and reporting tools.

Interested candidates can share their updated resume on hr53@hectorandstreak.com or whatsapp on 8459471095.

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Team Lead • India

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