Job Title: Team Lead – Customer service and Operations

Location: Mumbai (Malad West)
Shift: 5:30 PM – 2:30 AM (5 Days working) (US Night 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 fast-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 experience in customer service or order management is preferred, along with a minimum of 2 years of team leadership experience. Candidates should have prior experience managing and leading a team.
- 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

Advantages:

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

Application Question(s):

- Where do you stay?
- What is your notice period?
- What is the team size you have handled before?
- Do you have experience into Customer Service and Operations?

Education:

- Bachelor's (Required)

Shift availability:

- Night Shift (Required)
- Overnight Shift (Required)

Work Location: In person

📌 Team Lead – Customer service and Operations (India)
🏢 Jainco Consulting India Private
📍 India