asst manager-customer support lead

KEY RESPONSIBILITIES:

1. Lead and manage the customer support team to ensure timely and accurate order processing, delivery, and issue resolution.

2. Serve as the primary point of contact for CV OEM’s and export customers, ensuring high levels of satisfaction and service quality.

3. Coordinate with production, logistics, and warehouse teams to ensure on-time delivery and efficient supply chain operations.

4. Utilize SAP for order management, inventory tracking, and customer communication.

5. Monitor and improve key performance indicators (KPIs) related to customer service and logistics.

6. Implement and maintain compliance with IATF 16949 standards.

7. Drive continuous improvement initiatives using tools like VSM, root cause analysis, and lean methodologies.

8. Prepare and present regular reports to senior management on customer service performance and improvement plans.

9. Foster a collaborative and inclusive team environment with a strong focus on leadership and development.

QUALIFICATIONS:

• Bachelor’s degree in engineering (preferred disciplines: Mechanical, Industrial, or related).

• 5–10 years of experience in customer support, logistics, or supply chain roles, preferably in the automotive or manufacturing sector.

• Proven experience in handling OEM and export customers.

• Proficiency in SAP (SD/MM modules preferred).

• Strong communication, interpersonal, and leadership skills.

• Knowledge of IATF 16949, and lean manufacturing principles.

• Female candidates are strongly encouraged to apply.

Preferred Attributes:

1. Customer-first mindset with a proactive problem-solving approach.

2. Ability to work under pressure and manage multiple priorities.

3. Strong analytical and decision-making skills.

4. Experience in cross-functional collaboration and stakeholder management.

Key Competencies:

 Priority Setting – Spends his/her time and the time of others on what’s important; Quickly zeros in on the critical and puts the trivial many aside; Can quickly sense what will help or hinder accomplishing a goal; Eliminates roadblocks; Creates focus.

Customer Focus – Is dedicated to meeting the exceptions and requirements of internal and external customers; Gets first-hand customer information and uses it for improvements in products and services; Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect. Takes the time to explain clear impact of all customer’s options, when difficult decisions are required

Motivating Others – Creates a climate in which people want to do their best; Can motivate many kinds of direct reports and team or project members; Can assess each person’s hot button and use it to get the best out of him/her; Pushes tasks and decisions down; Empowers others; Invites input from each person and shares ownership and visibility; Makes each individual feel his/her work is important; Is someone people like working for and with, Can participate in healthy debate, expressing views and opinions

Ethics and Values – Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; Acts in line with those values; Rewards the right values and disapproves of others; Practices what he/she preaches. Take personal own ship of work

Drive for Results – Can be counted on to exceed goals successful; Is constantly and consistently one of the top performers; Very bottom-line oriented; Steadfastly pushes self and others for results.

Functional Technical Skills – Has the functional knowledge and skill to do the job at a high level of accomplishment.

experience