About this Position

The key purpose of the role is to assure the highest Customer Service (CS) and order-to-cash (OTC) process quality and coordinate a sub-team of CS Agents within the CS Department.
The Team Lead is responsible to coordinate and manage the CS agents, provide recommendations and outcomes that will enhance performance of their share improvement ideas and monitor SLAs and KPIs with the A Country Customer Service Manager. In addition to their CS Front Office responsibilities, they support and collaborate with CS Support Office Manager, Team Lead(s) and agents(s) in the CS Support Office
What you´ll do
- Lead and develop the Customer Service team to deliver business objectives, customer satisfaction, and operational excellence.
- Monitor customer service KPIs and SLAs, identify gaps, and drive continuous improvement initiatives.
- Ensure adherence to customer service processes, policies, and strategic priorities.
- Implement current procedures and support cross-functional customer service projects.
- Coordinate team activities, workload planning,



and employee development initiatives.
- Act as the primary point of contact for customer and sales inquiries, escalations, and issue resolution.
- Manage customer requests, complaints, and service cases through Service Cloud ticketing system.
- Build strong relationships with customers and sales teams through effective communication and collaboration.
- Participate in customer and sales review meetings to discuss performance metrics and improvement opportunities.
- Support Order-to-Cash (OTC) processes and customer-impacting sales activities.
- Oversee end-to-end order management, including order validation, EDI/eShop orders, ATP checks, stock allocation, and delivery monitoring.
- Ensure proactive communication on order status, delivery issues, and supply-related challenges.
- Manage customer claims and complaints, ensuring accurate documentation, analysis, follow-up, and resolution.
- Support finance teams in ac

📌 Lead Customer Service Front Office IN (Navi Mumbai)
🏢 Henkel
📍 Navi Mumbai