Position Overview

Wanted immediately Customer Service Head with 15+ years in Customer Service / Order fulfillment roles in manufacturing or engineering organizations

Key Responsibilities:
- End to End Order Management :
- Customer Satisfaction:
- Process & Data Management:
- Leadership & Team Management:
- Strategic Contribution:
- Act as the central point of contact for production, logistics, and sales teams to streamline order execution.
- Oversee end-to-end order management, ensuring timely processing, dispatch, and fulfilment.
- Supervise raw material planning and inventory management to ensure plan adherence.
- Maintain high standards of customer service by ensuring timely resolution of critical client issues.
- Liaise proactively with KAMs for prioritised order management.
- Monitor customer satisfaction index and ensure continuous improvement.
- Ensure adherence to data management systems such as CRM.
- Drive system-based decision-making for transparency and efficiency.
- Implement and monitor KPIs across customer service functions.
- Lead, coach,



and mentor the customer service team to meet and exceed performance goals.
- Foster a culture of ownership, responsiveness, and continuous improvement within the team.
- Ensure collaboration across divisions and plants to meet customer requirements.
- Support the achievement of revenue targets through proactive follow-ups and order bookings.
- Drive alignment with business development initiatives for targeted growth areas.
- Contribute to training and development initiatives to enhance team capabilities.

Key Competencies & Skills
- Robust leadership in customer service, order management, and client coordination
- Expertise in production planning, inventory control, and dispatch operations
- Proven ability to lead cross-functional teams and manage multi-site execution
- Analytical mindset with proficiency in data management systems (CRM tools).
- Excellent communication and interpersonal skills to manage internal

📌 Head Customer Service (Mumbai)
🏢 QUAGMIRE IT SERVICES
📍 Mumbai