Head - Customer Support

Head - Customer Support

Description:

Looking for a senior leadership role (female) candidates within the Customer Solutions function of a leading global organization

The role will lead the B2B customer support function, managing both plant and imports business. The role operates in a fast-paced environment and is responsible for end-to-end customer order management, commercial governance, demand forecasting, logistics coordination, and customer escalation handling.

The position also drives process automation and digital transformation initiatives within the function.

Customer & Commercial Management:

- Manage customer agreements, EDI & Schedule Agreements (SAP-based).

- Handle order lifecycle: order entry scheduling shipment invoicing logistics.

- Oversee price list governance, quotations, receivables (AR), debit/credit notes.

- Conduct plant capacity vs demand reviews.

- Manage forecast gathering & customer-wise performance analysis.

- Represent the Organisation during customer visits

Operations & Logistics:

- End-to-end monitoring of outbound shipments.

- Manage imports, exports, and local customer order issues.

- Handle forecast fluctuations, shortages, expedition support

Leadership & Stakeholder Management:

- Lead and manage a sizable team.

- Set objectives, monitor performance, coach and discipline staff.

- Coordinate with global & regional sales, planning, and CS teams.

- Handle escalations and operational disruptions effectively.

Centre of Excellence (COE) & Digital Initiatives:

- Drive implementation of CRM & SFDC.

- Lead RPA, AI/ML-based automation initiatives.

- Manage EDI setups, forecast liability trackers, auto-delivery creation.

- Lead quality improvement & cross-functional projects.

Reporting & KPIs:

- Prepare KPI dashboards & customer performance reports.

- Track metrics such as freight cost, inventory, forecast accuracy, pricing discrepancies, OTIF, AR ageing, and process improvements.

Candidate Requirements:

- Experience: 10+ years in Order Management, SAP SD, Demand Planning (mandatory).

- Experience managing large teams in multi-regional setups.

- Exposure to CRM, SFDC, RPA, AI/ML preferred.

- Strong commercial acumen & global stakeholder handling.

Competencies:

- Strong domain expertise in supply chain, forecasting, inventory, AR management.

- Advanced MIS/reporting (Excel, Power BI, Tableau).

- Lean/Six Sigma knowledge preferred.

- Strong customer orientation, problem-solving ability, and innovation mindset.