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