Position Purpose
Customer service at RMX and BluBird today runs as five separate queues: our India export business, our US entity (BBI), our Zephyr D2C business and our Rest of World desk. Each queue has handled its own volume competently in parts, but no single leader owns the customer experience end to end, owns the data that would show where it is breaking down, or has the standing authority to pull Product, Quality, Export and Sales into a fast, coordinated fix when a customer or account is at risk.
This is not only a customer experience problem. It is a cashflow and account risk problem. Export disputes caused by avoidable documentation errors have turned into threats to end a relationship and go public. Claims that are not resolved the first time are being resolved twice, at double the cost. At least one marketplace account has had payouts held over delivery performance. At least one product line has a reliability problem reliable enough to generate public one star reviews, with no reliable spare parts route to fix it. None of this shows up cleanly on a P&L; line today.



All of it will, if it is left alone.
The Head of Customer Service is being created to own that root cause, the absence of a single accountable leader, rather than to administer the function as it exists today. This is a build and fix mandate, not a maintain mandate, and it comes with the authority to make the rebuild stick.
Our Definition of Customer Delight
Before this role is described in terms of duties, it needs to be described in terms of standard. This is what RMX and BluBird mean by customer delight, and it is the measure this Head is hired against.
Customer delight is not the absence of problems. Our products already earn real customer loyalty, including from customers filing a complaint at the same time. Customer delight at RMX means giving the customer more than what good service requires, without being asked for it. It is the difference between meeting a commitment and making the custo

📌 Customer Service Specialist (Jalandhar)
🏢 RMX Industries
📍 Jalandhar