Customer Service Lead

We are seeking a Customer Service Lead to work in our India office. As a Customer Service Lead, you will be responsible for leading key activities to improve how we serve our customers and support our business goals in India.

You will work closely with colleagues across functions to ensure smooth and compliant customer service processes. Your main responsibilities will include:

• Managing end-to-end customer service processes to ensure timely order fulfillment and high-quality service
• Maintaining and governing customer, product, and pricing data to keep information accurate and compliant
• Handling customer inquiries, complaints, and logistics issues, ensuring fast and clear resolutions
• Collaborating with IT, logistics, quality, and external partners to quickly resolve system or supply challenges
• Supporting and driving continuous improvements in customer service workflows and processes
• Preparing and sharing performance reports and contributing to business continuity planning

To be successful in this role, you will need:

• A Bachelor's degree or equivalent professional experience
• At least 3 years of experience in customer service, supply chain, or order-to-cash processes
• Practical experience managing master data, sales order processing, and handling complaints
• Familiarity with ERP systems such as SAP or similar platforms
• Strong communication skills in English, with comfort working in a multicultural environment
• A continuous improvement mindset and keen attention to detail

Preferred qualifications include:

• Experience in the pharmaceutical or healthcare industry
• Knowledge of Good Distribution Practice or quality complaint management
• Experience with reporting and data tools such as advanced Excel or Power BI
• Exposure to process governance, compliance, or change control environments
• Experience working in a shared services or multi-market support role
• Ability to work collaboratively with cross-functional and external teams