Job Title: Head – Customer Service | Precision Engineering | Thane, Mumbai

Job Location: Thane, Mumbai

Contact:

📞 8655715393
📧 chandresh.dubey@wisecor.in

About the Role:

We are seeking an experienced and dynamic Customer Service Head to lead and build a high-performance customer service function across our Engineering CSS, DSS, and SFS divisions. This is a senior leadership role responsible for end-to-end order management, client satisfaction, production planning support, and cross-functional alignment to deliver superior customer experience and support business growth.

Key Responsibilities:

✅ End-to-End Order Management:

• Act as the central point of contact for Sales, Production, and Logistics teams.
• Oversee complete order processing, dispatch, and on-time fulfilment.
• Supervise raw material planning and inventory adherence.

✅ Customer Satisfaction & Relationship Management:

• Ensure timely resolution of client concerns and critical issues.
• Coordinate closely with Key Account Managers for prioritised orders.
• Monitor and improve the Customer Satisfaction Index (CSI).

✅ Process & Data Management:

• Enforce usage of CRM and data management tools.
• Implement KPIs and ensure data-driven decision making for transparency.
• Drive process improvements for operational excellence.

✅ Leadership & Team Development:

• Lead, mentor and develop a robust customer service and order management team.
• Foster a culture of responsiveness, ownership and continuous improvement.
• Ensure smooth coordination between plants, divisions, and stakeholders.

✅ Strategic Contribution:

• Support revenue realization through proactive order follow-ups and bookings.
• Align customer service goals with business development initiatives.
• Contribute to training and capability enhancement of the team.

Key Skills:

• Customer Service Management
• Order Fulfilment & Dispatch Operations
• Production & Raw Material Planning
• Client Coordination & Stakeholder Management
• CRM Systems
• Data-driven Decision Making
• Team Leadership & Cross-functional Collaboration
• Problem-solving & Analytical Skills

Educational Qualification:

• Graduate in Engineering / Commerce / Business Administration
• MBA in Operations, Supply Chain Management, or Marketing (preferred)

Experience Required:

• 15+ years in customer service/order fulfilment in manufacturing/engineering industries
• Proven track record of handling OEM/Tier-1 B2B clients
• Hands-on experience in sales, production planning, logistics and customer interface

📞 For more information, call: 8655715393
📧 Send your CV to: chandresh.dubey@wisecor.in