Customer service team lead – key accounts

Role Purpose

The Customer Service Team Lead is responsible for end-to-end sales coordination and key account management for leading Indian jewellery retailers. The role ensures seamless execution from order generation to invoicing, shipment, and final delivery, while leading back-office customer service operations and acting as a single-point owner for assigned key accounts.

Key Responsibilities

1. Key Account Ownership

Independently manage strategic retail accounts and similar large Indian jewellery chains Act as the single point of contact for assigned customers for all operational and service-related matters Build strong, professional relationships with buyer teams, planners, and logistics counterparts

2. End-to-End Order Management

Coordinate the complete order lifecycle from order receipt, system entry, confirmation, and production coordination to final shipment Ensure accuracy in pricing, specifications, delivery timelines, and special customer requirements Track orders proactively and ensure on-time and in-full (OTIF) delivery commitments

3. Invoicing & Shipment Coordination

Manage invoice generation, documentation, dispatch coordination, and shipment tracking Coordinate with logistics, finance, production, and QC teams to ensure smooth shipment execution Handle shipment-related escalations and ensure timely resolution

4. Customer Communication & Query Handling

Proactively communicate order status, dispatch schedules, and potential risks to customers Handle customer queries related to product specifications, custom requirements, delivery changes, and documentation Ensure quick turnaround and professional resolution of concerns to maintain high customer satisfaction

5. Team Leadership & Process Control

Lead and guide the customer service / sales coordination team to ensure consistent service delivery Allocate work, review accuracy, and ensure adherence to internal processes and timelines Identify process gaps and drive continuous improvement in order handling and communication

6. Internal Coordination & Reporting

Liaise closely with Sales, Production Planning, QC, Finance, Logistics, and IT teams Prepare and share regular MIS on order status, shipments, delays, and account-wise performance Support management with data-driven insights for key accounts

Key Performance Indicators (KPIs)

OTIF (On-Time In-Full) order delivery Order accuracy and zero rework Turnaround time for invoicing and dispatch Customer satisfaction and Scoreboard Ratings Reduction in order-related escalations

Experience

7 to 10 years of experience in customer service, sales coordination, or key account management Mandatory experience of handling top Indian jewellery retailers or equivalent large retail chains Strong exposure to order-to-cash processes in jewellery manufacturing or wholesale environments.

Note : Candidate must have Jewellery Background Experience Min. 2+ Years

Experience

Skills & Competencies

Strong understanding of jewellery manufacturing, retail supply chain, and shipment processes Excellent communication and stakeholder management skills High attention to detail with strong execution discipline Proactive, solution-oriented, and able to work independently with ownership mindset Strong coordination and team leadership abilities Comfortable working with ERP systems and MIS reporting Should be able to work in fast paced & multi stakeholder environment

Behavioural Attributes

Customer-first mindset with strong service orientation Calm under pressure and effective in handling escalations Highly organized, structured, and deadline-driven Professional, collaborative, and accountable