Key Responsibilities

- Lead, mentor, and manage a team of 58 Customer Service Executives, ensuring productivity, accountability, and high service standards.
- Take complete ownership of the Customer Service function and ensure customer issues are resolved within defined timelines.
- Handle complex customer escalations through calls and emails, taking ownership until resolution.
- Monitor team performance through regular reviews, audits, and quality checks, providing coaching and corrective feedback where required.
- Conduct regular one-on-one meetings, performance evaluations, and training sessions to improve team capability.
- Develop and implement customer service processes, SOPs, and best practices to improve operational efficiency.
- Coordinate closely with Warehouse, Stores, Dispatch, Procurement, Sales, Accounts, and Management to ensure smooth order processing and issue resolution.
- Investigate order delays, inventory discrepancies, damaged shipments, returns, and customer complaints by working with relevant departments.
- Act as the primary point of contact between Customer Service and internal departments for issue resolution.
- Ensure all customer communications maintain a high standard of professionalism and align with company policies.
- Prepare and analyze daily, weekly, and monthly MIS reports using Microsoft Excel.
- Monitor KPIs such as response time, resolution time, customer satisfaction, backlog, pending cases, and team productivity.




- Identify recurring customer issues and recommend corrective actions to reduce complaints and improve customer experience.
- Ensure adherence to company policies, quality standards, and operational procedures.
- Manage workload allocation and staffing to ensure adequate coverage during business hours.
- Participate in recruitment, onboarding, and training of new Customer Service Executives.
- Escalate operational risks and customer-impacting issues to management with actionable recommendations.
- Collaborate with senior management to improve customer experience, operational workflows, and service quality.
- Maintain accurate documentation of escalations, customer interactions, and departmental processes.
- Drive continuous improvement initiatives within the Customer Service department.

Required Skills & Experience

- Excellent spoken and written English with robust business communication skills.
- Proven experience handling high-value and critical customer escalations.
- Strong leadership, coaching, and people management abilities.
- Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, reporting, data analysis).
- Ability to work cross-functionally with Warehouse, Logistics, Sales, Accounts, and Operations.
- Strong analytical and problem-solving skills.
- Excellent organizational and time management skills.
- Ability to work under pressure while managing multiple priorities.
- Customer-centric mindset with strong decision-making capabilities.

📌 Customer Service Manager (Mumbai)
🏢 MD Services Mumbai
📍 Mumbai