Job DescriptionRole Purpose

NThe Customer Service TeamLead 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.

NKey Responsibilities

n1. Key Account Ownership

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- Independently manage strategic retail accounts and similar large Indian jewellery chains
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- Act as the single pointof contact for assigned customers for all operational and service-related matters
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- Build strong, professional relationships with buyer teams, planners, and logistics counterparts
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n2. End-to-End Order Management

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- Coordinate the complete order lifecycle from order receipt, system entry, confirmation, and production coordination to final shipment
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- Ensure accuracy in pricing, specifications, delivery timelines, and special customer requirements
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- Track orders proactively and ensure on-time and in-full (OTIF) delivery commitments
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n3. Invoicing & Shipment Coordination

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- Manage invoice generation, documentation, dispatch coordination, and shipment tracking
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- Coordinate with logistics, finance, production, and QC teams to ensure smooth shipment execution
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- Handle shipment-relatedescalations and ensure timely resolution
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n4. Customer Communication & Query Handling

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- Proactively communicate order status, dispatch schedules, and potential risks to customers
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- Handle customer queriesrelated to product specifications, custom requirements, delivery changes, and documentation
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- Ensure quick turnaroundand professional resolution of concerns to maintain high customer satisfaction
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n5. Team Leadership& Process Control

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- Lead and guide the customer service / sales coordination team to ensure consistent service delivery
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- Allocate work, review accuracy, and ensure adherence to internal processes and timelines
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- Identify process gaps and drive continuous improvement in order handling and communication
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n6. Internal Coordination & Reporting

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

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

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- 7 to 10 years of experience in customer service, sales coordination, or key account management
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- Mandatory experience ofhandling top Indian jewellery retailers or equivalent large retail chains
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- Strong exposure to order-to-cash processes in jewellery manufacturing or wholesale environments.
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nNote: Candidate must have Jewellery Background Experience Min. 2+ Years

NExperience

nSkills& Competencies

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

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- Customer-first mindset with strong service orientation
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- Calm under pressure andeffective in handling escalations
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- Highly organized, structured, and deadline-driven
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- Professional, cooperative, and accountable
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📌 Customer Service Team Lead - Key Accounts (Alibag)
🏢 Kama Jewelry
📍 Alibag