Job Summary
The Team Leader – Customer Service Representative is responsible for leading and managing the customer service team while ensuring excellent customer support, efficient order processing, and seamless coordination between customers, sales, supply chain, and internal departments. The role focuses on driving business growth through customer satisfaction, order fulfillment excellence, team development, and operational efficiency within the semiconductor industry. We work with semiconductor components used in automotive, lighting, power, solar, controllers, and ICs.
Key Responsibilities
Team Management & Leadership
- Lead, mentor, and supervise the Customer Service team to achieve departmental objectives.
- Allocate workloads, monitor team performance, and ensure adherence to service standards.
- Conduct regular performance reviews, coaching sessions, and training programs.
- Foster a customer-centric culture and promote continuous improvement initiatives.
- Manage escalation handling and ensure timely resolution of customer issues.
Sales Support & Business Development
- Support sales teams in achieving revenue and customer acquisition targets.
- Identify opportunities for upselling and cross-selling semiconductor products and solutions.
- Coordinate with sales representatives regarding customer requirements, quotations, and order status.
- Monitor customer demand trends and provide market feedback to management.
- Maintain strong customer relationships to enhance retention and repeat business.
Order Management
- Oversee end-to-end order processing, from order receipt through fulfillment and delivery.
- Ensure accuracy of customer orders, pricing, inventory availability, and shipment schedules.
- Coordinate with supply chain, logistics, warehouse, and procurement teams for timely deliveries.
- Monitor backlog orders and proactively communicate updates to customers.
- Resolve order discrepancies and ensure compliance with company policies.
Customer Coordination & Relationship Management
- Act as the primary escalation point for key customer accounts.
- Build and maintain strong relationships with customers, distributors, and channel partners.
- Address customer inquiries regarding products, delivery schedules, pricing, and technical support coordination.
- Ensure high levels of customer satisfaction through timely and professional communication.
- Coordinate with engineering and product teams to support customer requirements.
Documentation & Reporting
- Maintain accurate records of customer interactions, orders, complaints, and resolutions.
- Prepare and submit daily, weekly, and monthly operational reports.
- Track and report key performance indicators (KPIs) such as order accuracy, response time, customer satisfaction, and team productivity.
- Ensure proper documentation of processes, customer agreements, and service records.
- Generate management reports and provide insights for process improvements.
Process Improvement & Compliance
- Develop and implement best practices to improve customer service efficiency.
- Ensure compliance with company policies, quality standards, and industry regulations.
- Participate in audits and process improvement projects.
- Support ERP/CRM system utilization and data accuracy.
Required Qualifications
- Bachelor's degree in Business Administration, Electronics, Engineering, Supply Chain Management, or a related field.
- 5–10 years of experience in customer service, order management, or sales support, preferably within the semiconductor, electronics, or technology industry.
- Minimum 2–3 years of team leadership experience.
Required Skills
- Strong leadership and people management skills.
- Excellent customer relationship management abilities.
- Experience in order management and supply chain coordination.
- Strong analytical, reporting, and documentation skills.
- Proficiency in ERP systems (SAP, Oracle, or similar) and CRM tools.
- Advanced Microsoft Excel and reporting capabilities.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving and conflict-resolution skills.
Key Performance Indicators (KPIs)
- Customer satisfaction score (CSAT).
- Order processing accuracy.
- On-time order fulfillment.
- Team productivity and service levels.
- Sales support effectiveness and revenue contribution.
- Customer retention and repeat business.
- Escalation resolution time.
- Reporting accuracy and timeliness.
Preferred Industry Experience
- Semiconductor distribution.
- Electronic components.
- Embedded systems and industrial electronics.
- Technology manufacturing and supply chain operations.
Pay: ₹800,000.00 - ₹1,200,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
