India Customer Service & Experience Lead

Role purpose

Lead and optimize customer service operations, ensuring excellence in warehouse management, carry and forward (CnF) network, and secondary distribution while maintaining compliance with Indian regulations. It includes:

• Strategically manage warehouse and CnF network to enhance operational efficiency and customer satisfaction
• Serve as the customer service and experience capability owner, leveraging expertise in Indian regulations to ensure compliant business operations
• Drive customer service operations to meet and exceed agreed service levels, enhancing the overall customer experience
• Enhance efficiency in inter-warehouse movements and secondary logistics, focusing on minimizing lead times and reducing costs implementing advanced tools and systems
• Gather and analyze competitive intelligence to prepare the company for future challenges, balancing compliance requirements with operational efficiency
• Implement advanced tools and systems to optimize operating costs and identify cost-reduction opportunities across the country
• Continuously improve processes to streamline operations, enhance customer experience, and drive business growth

Accountabilities

• Own and develop the comprehensive customer service and experience capability for India CP and Seeds operations
• Ensure seamless integration of compliance controls within all business processes while serving as an expert for India operations
• Conduct regular risk assessments and oversee corrective actions to maintain robust inventory control and quality assurance
• Spearhead business process optimization initiatives and foster cross-functional collaboration to enhance operational efficiency
• Lead and develop a high-performing customer service team to consistently meet and exceed KPIs
• Drive strategic alignment by collaborating on global projects and staying abreast of industry best practices
• Implement and monitor key performance indicators to continuously improve customer service operations
• Identify, implement, and leverage innovative technologies to enhance customer service capabilities and operational efficiency