Head, Customer Service Management (Cement & Food Business)

Job Summary

This role is responsible for leading and standardizing customer service operations across the Cement and Foods businesses, ensuring consistent, efficient, and reliable customer experience. The role oversees end-to-end order management, fulfillment coordination, customer communication, and issue resolution to ensure service commitments are consistently delivered. The incumbent drives service excellence by establishing customer service standards, monitoring performance metrics, and partnering with Sales, Supply Chain, Logistics, Operations, and CRM teams to enhance customer satisfaction and retention.

Key Responsibilities

Customer Service Strategy & Service Excellence

• Lead the development and implementation of a Group-wide customer service framework across Cement and Foods businesses.
• Establish and enforce customer service standards, service level agreements (SLAs), and operating processes by customer segment and channel.
• Drive continuous improvement initiatives to enhance service reliability, responsiveness, and customer experience.

Order Management & Fulfillment Coordination

• Oversee end-to-end order management processes, ensuring accurate order processing, timely fulfillment, and effective coordination with Supply Chain, Logistics, and Operations teams.
• Ensure proactive monitoring and resolution of order-related issues to minimize service disruptions.
• Improve customer visibility through effective communication on order status, deliveries, and service updates.

Customer Issue & Complaint Management

• Own customer complaint, claims, and escalation management processes, ensuring timely resolution and root-cause analysis.
• Establish mechanisms to identify recurring service issues and implement corrective actions.
• Drive accountability across relevant functions to improve customer satisfaction.

Service Performance Management

• Define, monitor, and report customer service performance metrics including OTIF (On-Time In-Full), cycle time, complaint resolution, and service quality indicators.
• Provide insights and recommendations to leadership to improve service delivery performance.
• Develop dashboards and reporting mechanisms to track customer service effectiveness.

Stakeholder Collaboration & Customer Experience

• Partner with Sales, CRM teams, Supply Chain, Logistics, and Operations to improve customer experience and retention.
• Support customer relationship initiatives by providing service insights and operational support.
• Ensure customer service operations complement CRM activities without replacing customer relationship ownership.

Qualifications & Experience

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Customer Experience, or related field.
• Minimum 10–15 years of experience in customer service, order management, commercial operations, supply chain, or related functions.
• Proven experience leading customer service operations within FMCG, manufacturing, industrial, or large-scale business environments.
• Strong understanding of order-to-cash processes, logistics coordination, and service performance management.

Technical Competencies

• Customer Service Management
• Order Management & Fulfillment
• Service Level Agreement (SLA) Management
• Complaint & Escalation Management
• Performance Reporting & Analytics
• Process Improvement
• Supply Chain & Logistics Coordination