Head of Customer Service - Downstream

Job Purpose -To lead the Customer Service function for the Downstream Business, ensuring end‑to‑end customer experience from order receipt to fulfilment. The role ensures high service reliability, on‑time delivery, complaint management, and customer retention while collaborating with production, supply chain, quality, and sales teams. The position directly impacts customer satisfaction, repeat business, product acceptance, and brand reputation.Critical Tasks (Key Activities)- Coordination between sales and DCM team for FG readiness as per schedules - Coordination between sales and Logistics team for despatch compliance - Facilitate priority processing and despatch as required by sales - Coordination between operations and technical marketing team to facilitate new customer development and complaint redressal - Coordination with DCM for monthly commitment plan preparation. Coordination with sales to ensure commitment plans are as per customer schedules. - Tracking of material at various stages and ensuring of weekly commitment plans for production and delivery - Monitoring OTIF - Identification of gaps that can disrupt supplies and facilitate actions to overcome same - Monitoring of Finished Goods inventory and facilitate movement of aging stocks - Monitoring of key Raw materials and consumables to ensure smooth flow of material - Meeting key customers and addressing their grievances - Monitoring service centre production and compliances - Monitoring internal diversions and facilitate reduction of same to ensure customer delivery complianceEducation Qualification & CertificationsBachelor’s degree in Mechanical/Metallurgy/Production Engineering preferredMBA in Marketing / Operations desirableCertification in Supply Chain, Lean, or Customer Experience is an advantage15–20 years experience in Customer Service, Marketing Operations, SCM, or Technical ServicesMinimum 5–7 years in a leadership roleStrong exposure to Steel / Metal / Manufacturing industriesHands‑on experience in order management, Production and dispatch coordination, and customer interfaceFamiliarity with SAP / ERP systems & customer‑centric processes

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