Customer Service Manager - India

As the Customer Service Manager (India) at our company, you will be responsible for overseeing customer service and warehouse operations in India. Reporting to the Global Customer Service Director, your role will involve ensuring alignment with global best practices, delivering excellent customer service, and supporting business growth. You will lead a flexible team capable of working across both customer service and warehouse functions. **Role Overview:** You will serve as the primary escalation point for customer service in India, ensuring high standards of service. Your responsibilities will include overseeing order processing, dispatch, inventory control, compliance, and warehouse activities. Additionally, you will be expected to lead, motivate, and develop your team. **Key Responsibilities:** - Act as the primary escalation point for customer service in India. - Oversee accurate and timely order processing, dispatch, and invoicing. - Implement customer service policies and procedures aligned with global standards. - Manage feedback, complaints, and escalations professionally. - Conduct coaching, 1:1s, and performance reviews for your team. - Drive continuous improvement initiatives and support new system implementations. - Ensure accurate and timely processing and dispatch of customer orders. - Supervise the pick, pack, and ship process to meet SLA requirements. - Maintain accurate inventory records and conduct stock reconciliations. - Monitor warehouse safety, cleanliness, security, and organization. - Raise purchase orders for local requirements and perform PO vs invoice comparisons. - Coordinate replenishment with the Supply Chain and Country Manager. - Update SKU reports and other relevant inventory documentation. - Lead the order fulfilment process to ensure prompt dispatch and delivery. - Monitor order flow to avoid delays impacting customer satisfaction or sales targets. **Qualifications Required:** - Strong leadership and communication skills. - Experience in customer service management and warehouse operations. - Knowledge of order processing, dispatch, and inventory management. - Ability to drive continuous improvement and implement best practices. - Proficiency in CRM/ERP systems and data analysis. - Understanding of local data protection and compliance regulations. This job also involves overseeing import processes, resolving customs-related issues, handling insurance documentation, and maintaining accurate records. You will be responsible for maintaining customer master data, generating and analyzing reports, and ensuring compliance with regulations. If you are passionate about delivering excellent customer service, driving operational efficiency, and leading a dynamic team, this role is an exciting opportunity to make a significant impact within our company.,