Head - Customer Service

The client has mandated PSS to hire a Head of Customer Service for a leading supply chain solutions company in Mumbai. As the Head of Customer Service, you will report to the Head of Asset Management and assume the role of a Team Lead. The ideal candidate should have a minimum of 10 years of experience, with at least 3 years in a leadership position. Your primary responsibility will be to oversee end-to-end customer service operations, including managing SAP & CRM processes, order fulfillment, analytics, and ensuring seamless coordination with sales, finance, and asset management departments. Key responsibilities include leading the customer service team to deliver high service levels, managing SAP/CRM systems, ensuring data accuracy, overseeing customer code creation, order execution, internal queries, generating reports, tracking order fulfillment, and reviewing SOPs. Additionally, you will be responsible for training and upskilling the customer service team on a regular basis. The successful candidate should possess strong leadership and team management skills, proficiency in Excel (knowledge of SAP is a plus), excellent communication abilities, attention to detail, and the capability to thrive in a high-pressure, high-volume environment. A graduate or MBA degree is preferred for this role. This is a full-time, in-office role based in Mumbai, with no travel required.,