Job Title: Team Lead – Customer service and Operations

Location: Mumbai (Malad West)

Shift: 11 AM – 8 PM (Day Shift)

About the Role - This role is responsible for managing customer interactions, processing orders, resolving issues, and supporting daily operational workflows. The ideal candidate thrives in a rapid-paced environment, communicates effectively, and is highly organized.

Key Responsibilities -

Customer Support

- Respond to customer inquiries via phone, email, live chat, and support tickets.
- Handle order updates, cancellations, refunds, and general support requests.
- Contact customers regarding backorders, substitutions, address verification, and order issues.
- Manage negative feedback and maintain high customer satisfaction standards.

Order & Payment Management

- Process and manage orders across multiple platforms (ERP, eCommerce, and shipping systems).
- Review and release payments and flagged orders.
- Convert quotes into orders and process purchase orders.
- Monitor orders awaiting payment and ensure timely processing.

System & Administrative Tasks

- Maintain accurate customer records and documentation (tax-exempt forms, credit applications, etc.).
- Update product availability across marketplaces and websites.
- Log sample requests and maintain internal trackers.
- Support CRM/ERP (Zoho/Hubspot/P21) tasks including account setup, ship-to creation, and order releases.

Shipping, Claims & Logistics

- Monitor LTL and parcel shipments and follow up as needed.
- File and manage freight and carrier claims (LTL and UPS).




- Coordinate with internal teams on inventory availability and shipping updates.
- Assist with transfer requests and fulfillment coordination.

Cross-Functional Collaboration

- Work closely with purchasing, warehouse, quality, and sales teams.
- Communicate product availability, lead times, and stock updates.
- Forward qualified sales leads to the sales team.
- Support ongoing coordination with offshore support teams.

Reporting & Audits

- Assist with weekly and monthly audits (RMAs, invoices, inventory, shipping reports).
- Participate in team meetings and process improvement initiatives.
- Maintain organized documentation and shared folders.

Qualifications

- Bachelor’s degree preferred.
- 2-3 years of customer service or order management experience preferred, someone who has managed a team before and should have 2 years of team leadership experience.
- Strong computer skills, including Microsoft Office and business systems (ERP/CRM experience is a plus).
- Excellent communication and problem-solving skills.
- Strong attention to detail and ability to multitask.
- Self-motivated with strong time management and organizational skills.

Pay: ₹500,000.00 - ₹650,000.00 per year

Benefits

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Application Question(s):
- Where do you stay?
- Do you have experience into Customer Service and Operations?
- What is your notice period?

Education:
- Bachelor's (Required)

Experience:
- Team management: 2 years (Required)

Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)

Work Location: In person

📌 Team Lead – Customer service and Operations (Mumbai)
🏢 Jaincotech
📍 Mumbai