Customer Service (CS) Team Lead at Thane - Manufacturing Industry

career opportunity with leading manufacturing MNC company in Thane.

Role

Candidates prefered from above industry only.

Purpose of the Position

Customer Service (CS) Team Lead

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

• 810 years of experience in Customer Service and People Leadership.

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.