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Customer Service Team Leader

Location: 

Bangalore, IN, 560022

Date:  May 30, 2026
Posting Date: 
Job Area:  Logistics
Job Level:  Experienced

Role Summary

MP&L and Customer Service Team Leader  is responsible for executing and continuously improving MP&L (Materials Planning & Logistics) operations within MHXX. The role ensures alignment with global supply chain strategies while driving operational excellence in forecasting, inventory management, logistics planning, and customer service. This position plays a key role in enabling end-to-end supply chain visibility, optimizing service levels. The role requires cross-functional collaboration with key internal and external stakeholders, including GBTS, Customer Service, and 3PL providers, to drive operational efficiency, innovation, and customer satisfaction

Main Tasks

Strategy & Continuous Improvement

  • Define and execute the MP&L strategy for MHXX in alignment with global supply chain and business priorities.
  • Drive continuous improvement and innovation across all MP&L processes to enhance efficiency, reduce costs, and improve service levels.

Inventory & Performance Management

  • Develop and implement inventory strategies for MHXX Distribution Centers.
  • Drive prioritization and escalation processes for inventory-related challenges and ensure timely execution of mitigation measures.
  • Establish robust systems for tracking backorders and executing recovery plans to meet customer commitments.

End-to-End Supply Chain Execution

  • Implement and manage End-to-End (E2E) control towers to monitor and enhance delivery performance in MHXX.
  • Align supply chain operations with supplying plants, ensuring seamless coordination of inventory flow and fulfillment.
  • Collaborate with the Distribution and Transportation Team to synchronize forecast-to-DC processes and optimize distribution strategies.
  • Partner with GBTS (Global Business & Technology Solutions) to ensure seamless integration of technology solutions for data processing, customer service, and other shared services.
  • Cooperation with the BU / Sales and implementing/adopting global standards. 

Customer Service & Stakeholder Management

  • Lead the Customer Service team to drive customer-centric strategies, ensuring timely order fulfillment and proactive communication.
  • Develop and implement service level agreements (SLAs) for Customers, Suppliers (both, internal and external) and other functional departments.
  • Manage operational relationships with 3PL providers and participate in Business Reviews to ensure service levels and operational efficiencies are met.

Planning & SIOP Management

  • Lead forecasting, inventory management and logistics planning processes,  ensuring its alignment with financial and operational goals.
  • Facilitate and actively contribute to the SIOP (Sales, Inventory & Operations Planning) process by coordinating cross-functional inputs from Sales, Marketing, and Operations.

Digitalization & Data Integrity

  • Ensure the integrity of data processing and intake to enable accurate forecasting, planning, and reporting.
  • Utilize advanced analytics to identify trends, risks, and opportunities for continuous improvement.

Performance & Reporting

  • Monitor key performance indicators (KPIs) and provide regular updates to senior leadership on supply chain performance.

Leadership & Organizational Development

  • Lead, develop, and mentor a multidisciplinary team, including SIOP/Replenishment Planners, Customer Service representatives, Analysts, and IT Project Managers.
  • Foster a culture of accountability, innovation, and excellence within the team. Build organizational capability through succession planning, skills development, and cross-functional collaboration.

Job Requirements (Qualifications, Skills, Experience, Competencies)

Qualifications

  • Bachelor’s degree or comparable qualification in Business Administration or Industrial Engineering with a Logistics focus
  • Masters level Qualification will be an added advantage.

Functional Skills

  • Material Planning and standard implementation (process lead as an advantage)
  • Multiple Project Management & Implementation including digitalisation and customer onboarding
  • Proven Experience in driving results improvement

Experience

  • A minimum of 5+ years of experience in  supply chain, logistics, or operations roles with team management experience
  • Proven expertise in inventory management, customer service integration, and end-to-end supply chain operations.
  • Experience in managing partnerships with technology providers (GBTS) and customer service organizations in a global setting.
  • Strong financial and business acumen with the ability to translate operational strategies into measurable results.
  • Proficiency in supply chain management systems, ERP platforms, and data analytics tools.

Competencies

  • Strong proficiency with Microsoft Suite, particularly Excel and PowerPoint
  • Strong verbal and written communication
  • Analytical thinking & problem solving
  • Willingness to stay updated with the latest market trends and customer demands

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