Customer Service Team Lead - Key Accounts

<p><b>Role Purpose</b></p><p>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.</p><p><br /></p><p>Key Responsibilities</p><p><b>1. Key Account Ownership</b></p><ul><li>Independently manage <b>strategic retail accounts</b> and similar large Indian jewellery chains</li><li>Act as the <b>single point of contact</b> for assigned customers for all operational and service-related matters</li><li>Build strong, professional relationships with buyer teams, planners, and logistics counterparts</li></ul><p><b>2. End-to-End Order Management</b></p><ul><li>Coordinate the complete order lifecycle from <b>order receipt, system entry, confirmation, and production coordination</b> to final shipment</li><li>Ensure accuracy in <b>pricing, specifications, delivery timelines, and special customer requirements</b></li><li>Track orders proactively and ensure <b>on-time and in-full (OTIF)</b> delivery commitments</li></ul><p><b>3. Invoicing &amp; Shipment Coordination</b></p><ul><li>Manage <b>invoice generation, documentation, dispatch coordination, and shipment tracking</b></li><li>Coordinate with logistics, finance, production, and QC teams to ensure smooth shipment execution</li><li>Handle shipment-related escalations and ensure timely resolution</li></ul><p><br /></p><p><b>4. Customer Communication &amp; Query Handling</b></p><ul><li>Proactively communicate order status, dispatch schedules, and potential risks to customers</li><li>Handle customer queries related to <b>product specifications, custom requirements, delivery changes, and documentation</b></li><li>Ensure quick turnaround and professional resolution of concerns to maintain high customer satisfaction</li></ul><p><b>5. Team Leadership &amp; Process Control</b></p><ul><li>Lead and guide the customer service / sales coordination team to ensure consistent service delivery</li><li>Allocate work, review accuracy, and ensure adherence to internal processes and timelines</li><li>Identify process gaps and drive continuous improvement in order handling and communication</li></ul><p><b>6. Internal Coordination &amp; Reporting</b></p><ul><li>Liaise closely with <b>Sales, Production Planning, QC, Finance, Logistics, and IT</b> teams</li><li>Prepare and share regular MIS on order status, shipments, delays, and account-wise performance</li><li>Support management with data-driven insights for key accounts</li></ul><p><br /></p><p><b>Key Performance Indicators (KPIs)</b></p><ul><li>OTIF (On-Time In-Full) order delivery</li><li>Order accuracy and zero rework</li><li>Turnaround time for invoicing and dispatch</li><li>Customer satisfaction and Scoreboard Ratings</li><li>Reduction in order-related escalations</li></ul><p><br /></p><p><b>Experience</b></p><ul><li><b>7 to 10 years</b> of experience in <b>customer service, sales coordination, or key account management</b></li><li>Mandatory experience of handling <b>top Indian jewellery retailers</b> or equivalent large retail chains</li><li>Strong exposure to <b>order-to-cash processes</b> in jewellery manufacturing or wholesale environments.</li></ul><p><br /></p><p><b>Note :</b> Candidate must have Jewellery Background Experience Min. 2+ Years</p><p>Experience</p><p><br /></p><p><b>Skills &amp; Competencies</b></p><ul><li>Strong understanding of jewellery manufacturing, retail supply chain, and shipment processes</li><li>Excellent communication and stakeholder management skills</li><li>High attention to detail with strong execution discipline</li><li>Proactive, solution-oriented, and able to work independently with ownership mindset</li><li>Strong coordination and team leadership abilities</li><li>Comfortable working with ERP systems and MIS reporting</li><li>Should be able to work in fast paced &amp; multi stakeholder environment</li></ul><p><br /></p><p><b>Behavioural Attributes</b></p><ul><li>Customer-first mindset with strong service orientation</li><li>Calm under pressure and effective in handling escalations</li><li>Highly organized, structured, and deadline-driven</li><li>Professional, collaborative, and accountable</li></ul><p><br /></p><img src="https://www.jobg8.com/Tracking.aspx?UDRukVYB2FlCUUnLWtiJCWiTy%2bDUu54Sa" width="0" height="0" />