Roles and Responsibilities

- Lead the Customer Service team supporting different geographical regions i.e. India, Middle East, Europe & UK, Australia & Current Zealand.
- Collaborate with global stakeholders (US/EMEA/APAC) to resolve critical business issues.
- Own and resolve complex customer queries, escalations, and order-related issues with end-to-end accountability
- Act as a Subject Matter Expert (SME) for customer service processes, order management, Tools and system workflows
- Work closely with Supply Chain, Logistics, Planning, and Sales teams to ensure seamless order fulfillment and delivery
- Manage order lifecycle activities including order entry, tracking, shipment coordination, and issue resolution
- Identify service gaps, delays, and inefficiencies, and drive continuous improvement initiatives
- Own Customer Services Teams performance and ensure Ensure adherence to SLAs, KPIs, and global service standards
- Overall development of teams across different verticals under Customer Service function




- Sustainable long team approach towards enhancing Customer Experience & building customer relations.
- Analyze customer trends, shipment delays, and recurring issues; provide data-driven insights to leadership
- Support and mentor team members; share best practices and enhance team capability
- Drive customer satisfaction (CSAT) through proactive communication and ownership

Must have Skills

- Any graduate can apply.
- 8-10 years of experience in Customer Service / Customer Operations / Order Management.
- Strong experience in order management, supply chain coordination, and logistics handling
- Proven ability to manage high-impact escalations and critical shipments
- Excellent communication and stakeholder management skills
- Experience with ERP/CRM systems (SAP/Sales Force preferred)
- Strong analytical and problem-solving skills with attention to detail
- Ability to work in a fast-paced, global, and cross-functional environment
- High level of ownership, accountability, and integrity

📌 Senior Customer Service Representative (Noida)
🏢 Lutron Electronics
📍 Noida