Lead, mentor, and coordinate the Customer Service team to ensure service levels and accuracy in daily operations.
Allocate workload delegation, monitor KPIs, and conduct regular performance reviews.
Provide coaching, training, and guidance to improve team capabilities and service effectiveness
Supervise order entry, quotation management, pricing updates, shipment follow‑ups, deliveries.
Handle team escalations, conflict resolution, and ensure a positive work environment.
Strengthen customer relationships through proactive communication and service excellence.
Guide the team in accurate documentation of inquiries, complaints, and transactions.
Oversee and validate team transactions in SAP, Productivity Trackers, TAT reports.
Ensure sales schedule entries are aligned with global teams expectations
Identify improvement opportunities, drive efficiencies, and implement process enhancements.
Support digital transformation initiatives and standardize best practices across the team.
Monitor process gaps and implement corrective action plans.
Proven expertise in Operational Excellence, Digitalization, Automation of systems
Drive high‑quality customer interactions and compliance with service standards.
