Customer Service Lead

SUMMARY

CSR Lead plays a pivotal role in our organization, focusing on leading teams, nurturing customer relationships, driving customer satisfaction, managing and maximizing collections, and supporting sales performance tracking on various timeframes.

RESPONSIBILITIES

Strategic and PlanningMonitor and prepare the budgets for Inside Sales considering the current state of repeat business.

Functionalas the primary point of contact for key customers, ensuring their needs are met and issues are resolved promptly. Establish and maintain strong relationships with customers to foster loyalty and satisfaction. Proactively address customer concerns and feedback to enhance overall customer experience.collections activities, including invoicing, payment processing, and resolving payment discrepancies. Implement effective collection strategies along with finance and management to minimize outstanding balances and improve cash flow. Collaborate with finance and accounting teams to streamline collection processes and optimize efficiency.pro-forma invoices / quotations / etc that are prepared by CSR for conversion of sales orders.timely booking and error free recording of sales order as per the timelines defined in the SOP.customer complaints from the system and ensure resolution of the same on the timely basis.customer complaints/queries on a regular basis and manages escalations to ensure closure of complaints/queries.and coordinates with various departments (Supply Chain Management, Q&RA,to ensure timely completion of orders in cases where there are delays/escalations.Inside Sales in achieving the defined sales targets.with IT to ensure updating of SAP database including Customer Master, Product Master, system improvisation for ease of operations and error free transactions etc.the strike rate of shades, artwork & machine trial samples to examine & analyze the business trend and provide insights for increasing the conversion to TICs.

Internal processthe sales team in tracking performance metrics on a monthly, quarterly, and annual basis. Compile and analyze sales data to identify trends, opportunities, and areas for improvement. Generate reports and presentations to communicate sales performance to key stakeholders and inform strategic decision-making.timely preparation & submission of reports as required by internal stakeholders.internal audits and ensures compliance to defined SOPs as per Q&RA norms.& assess customer’s needs to achieve satisfaction.key customers along with TICs to maintain customer relationship.process, DSO, Dashboard order report, planning and forecast activities – support,and improvement of all these processes if neededPeople Developmentguidance, support, and mentorship to the customer service team. Lead by example and foster a positive and collaborative team environment.tasks effectively and ensure proper territory coverage by CSRs.overall responsibility for people development initiatives and building up in-house capabilities for the associates within the department.a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members.towards development of talent for the department by providing subordinates with adequate exposure and growth opportunities to enable readiness for higher roles.participate in HR initiatives to drive overall employee engagement and motivation.

QUALIFICATIONS(General Studies).will be an advantage.years in Customer Service and a minimum of 2 years of experience in leading a team.on experience on Power BI and/or SAP(HANA) will be an added advantage.be open to travelling to New Jersey office couple of times in a month if incumbent is working outside New Jersey.