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 2. 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 3.



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 4. 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 skilled resolution of concerns to maintain high customer satisfaction 5. 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 handli

📌 Customer Service Team Lead (Mumbai)
🏢 Kama Jewelry
📍 Mumbai