Job Description Role Purpose
n 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.
n Key Responsibilities
n 1. Key Account Ownership
n n Independently manage strategic retail accounts and similar large Indian jewellery chains
n Act as the single point of contact for assigned customers for all operational and service-related matters
n Build robust, professional relationships with buyer teams, planners, and logistics counterparts
n n 2. End-to-End Order Management
n n Coordinate the complete order lifecycle from order receipt, system entry, confirmation, and production coordination to final shipment
n Ensure accuracy in pricing, specifications, delivery timelines, and special customer requirements
n Track orders proactively and ensure on-time and in-full (OTIF) delivery commitments
n n 3. Invoicing & Shipment Coordination
n n Manage invoice generation, documentation, dispatch coordination, and shipment tracking
n Coordinate with logistics, finance, production, and QC teams to ensure smooth shipment execution
n Handle shipment-related escalations and ensure timely resolution
n n 4. Customer Communication & Query Handling
n n Proactively communicate order status, dispatch schedules, and potential risks to customers
n Handle customer queries related to product specifications, custom requirements, delivery changes, and documentation
n Ensure quick turnaround and professional resolution of concerns to maintain high customer satisfaction
n n 5. Team Leadership & Process Control




n n Lead and guide the customer service / sales coordination team to ensure consistent service delivery
n Allocate work, review accuracy, and ensure adherence to internal processes and timelines
n Identify process gaps and drive continuous improvement in order handling and communication
n n 6. Internal Coordination & Reporting
n n Liaise closely with Sales, Production Planning, QC, Finance, Logistics, and IT teams
n Prepare and share regular MIS on order status, shipments, delays, and account-wise performance
n Support management with data-driven insights for key accounts
n n Key Performance Indicators (KPIs)
n n OTIF (On-Time In-Full) order delivery
n Order accuracy and zero rework
n Turnaround time for invoicing and dispatch
n Customer satisfaction and Scoreboard Ratings
n Reduction in order-related escalations
n n Experience
n n 7 to 10 years of experience in customer service, sales coordination, or key account management
n Mandatory experience of handling top Indian jewellery retailers or equivalent large retail chains
n Strong exposure to order-to-cash processes in jewellery manufacturing or wholesale environments.
n n Note : Candidate must have Jewellery Background Experience Min. 2+ Years
n Experience
n Skills & Competencies
n n Strong understanding of jewellery manufacturing, retail supply chain, and shipment processes
n Excellent communication and stakeholder management skills
n High attention to detail with strong execution discipline
n Proactive, solution-oriented, and able to work independently with ownership mindset
n Strong coordination and team leadership abilities
n Comfortable working with ERP systems and MIS reporting
n Should be able to work in fast paced & multi stakeholder environment
n n Behavioural Attributes
n n Customer-first mindset with strong service orientation
n Calm under pressure and effective in handling escalations
n Highly organized, structured, and deadline-driven
n Professional, collaborative, and accountable
n

📌 Customer Service Team Lead - Key Accounts (Raigarh)
🏢 Kama Jewelry
📍 Raigarh