Customer Service Head-Manufacturing & Engineering

Job Title:

Industry:

Business/Function:

Functional Area:

Sub Functional Area:

Location:

Interview

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

Position Overview

As the Head of Customer Service, you will play a pivotal role in building a high-performance customer service function that ensures seamless order management and superior customer experience. To strengthen end-to-end order management and eliminate communication gaps across Sales, Production, Logistics, and Customer Service teams.

drive responsiveness, operational alignment, and customer delight

Key Responsibilities:

1. End-to-End Order Management :

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.

2.   Customer Satisfaction:

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.

3.   Process & Data Management:

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.

4.   Leadership & Team Management:

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.

5.   Strategic Contribution:

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.

6

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

Excellent communication and interpersonal skills to manage internal and external stakeholders.

Analytical mindset with proficiency in data management systems (CRM tools).

Problem-solving orientation with a customer-first approach.

7

15+ years in Customer Service/Order Fulfilment roles in manufacturing, engineering or fasteners organizations

Experience working across functions like sales, production, dispatch, and customer interface

Strong understanding of OEM/Tier-1 client expectations in B2B industrial setups