Head - Order Fulfilment Specialist

Job Title: Customer Service Head Manager

In this pivotal role, you will play a crucial part in enhancing end-to-end order management and eliminating communication gaps across Sales, Production, Logistics, and Customer Service teams.
Key Responsibilities:
• 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 fulfillment.
• Supervise raw material planning and inventory management to ensure plan adherence.

Maintaining high standards of customer service is essential in this role. You will be responsible for ensuring timely resolution of critical client issues, liaising proactively with Key Account Managers (KAMs) for prioritized order management, and monitoring customer satisfaction index to ensure continuous improvement.

You will also ensure adherence to data management systems such as CRM, drive system-based decision-making for transparency and efficiency, and implement and monitor KPIs across customer service functions.

As a leader, you will 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, and ensure collaboration across divisions and plants to meet customer requirements.

Furthermore, you will support the achievement of revenue targets through proactive follow-ups and order bookings, drive alignment with business development initiatives for targeted growth areas, and contribute to training and development initiatives to enhance team capabilities.