Customer Service Lead
Job Description
Lead: 30% of the time
a. On time KPIs for self and team
b. Process milestone reporting and improvement actions
c. Work on development plans for self and team
d. Lead in training of new process changes follow up on implementations and sustenance
e. Collaborate with sales leaders for consolidated feedback and identifying new opportunities to improve
f. Oversee on time completion of activities of customer service team
2. Transformation: 30% of the time
a. Work on new initiatives to improve customer engagement feedback and satisfaction (Automation/ analytics
etc)
b. Will drive customer feedback initiatives collect and derive actions out of the feedback
c. Support implementation of new digital innovations (RPA/ Automation/ ordering system implementation)
d. Will support transformation of the customer service team to a control tower approach owning the OTC
processes
3. Individual contributor to OTC: 40% of the time
a. Order entry orders realignment as per OTC policy and order cancellation
b. Provide PI for payment follow up for payment
c. Get credit clearance from finance
d. Follow up with logistics for dispatch
e. Get dispatch details and share with sales and customers
f. Support in process standardization and SOP creation
g. Act as backup of other CSEs in case of leaves or emergencies
h. Provide business intelligence (daily sales reports backorder reports process timelines) to relevant
stakeholders
i. Engage with customers on multiple platforms (F2F digital virtual) and provide solutions to business
problems after interacting with relevant internal functional stakeholders (Finance Sales Marketing RA QA
others)
• A Bachelor’s degree or Master’s Degree is required
• 12 years of related experience.
• People Manager Experience is Essential
• Experience in working on SAP (order management)
Employment Type
Full Time
