Customer Service Team Leader

Overview

Lead a team of customer service order management and business quality professionals, handling day-to-day operations, talent selection and performance, and order fulfillment considerations with the business.

What you'll do

• Provide direct leadership to a team of order management professionals who interface directly with customers.
• Provide day-to-day coaching on Customer Service operations.
• Be accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensure work process execution is operating effectively within the team.
• Collaborate with the business to ensure business strategy and service offerings are met.
• Make hiring decisions.
• Collaborate across the function to leverage best practices.

What you'll need

• A minimum of a Bachelor's degree.
• A minimum of 5-10 years of combined experience, ideally in Supply chain but could also be in allied functions/teams like Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering).
• Strong influence management skills and understanding of business priorities.
• Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across colleagues and stakeholders.
• An understanding of the region and its capabilities / global connect and presence, and excellent data analytics & process knowledge.
• Familiarity with leading improvement projects and having accountability for ongoing activities or initiatives.
• Strong work ethic and responsiveness to facilitate excellent Customer Experience.

Nice to have

• Master's degree.
• Strong people leadership experience.
• Strong business and financial acumen.
• Passion for team building/organization building, coaching, mentoring.
• Expertise in continuous improvement methodologies and/or metrics, storytelling and data analysis.

Details

• Location: Navi Mumbai, India.
• Relocation/visa sponsorship is not aligned with this role.
• Ability to accommodate a flexible schedule aligned with international time zones is essential.