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

1. 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

1. 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

1. 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

1. 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

1. 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
- Solid 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
- Skilled, collaborative, and accountable

📌 Key Account Operations Lead (Mumbai)
🏢 Kama Jewelry
📍 Mumbai