Job Title

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 schedulesCoordination between sales and Logistics team for despatch complianceFacilitate priority processing and despatch as required by salesCoordination between operations and technical marketing team to facilitate new customer development and complaint redressalCoordination 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 deliveryMonitoring OTIFIdentification of gaps that can disrupt supplies and facilitate actions to overcome sameMonitoring of Finished Goods inventory and facilitate movement of aging stocksMonitoring of key Raw materials and consumables to ensure smooth flow of materialMeeting key customers and addressing their grievancesMonitoring service centre production and compliancesMonitoring internal diversions and facilitate reduction of same to ensure customer delivery complianceEducation Qualification & Certifications Bachelor’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 Services Minimum 5–7 years in a leadership role Strong exposure to Steel / Metal / Manufacturing industries Hands‑on experience in order management, Production and dispatch coordination, and customer interface Familiarity with SAP / ERP systems & customer‑centric processes