Customer Service Head - Global Export/ Order Management

Shift timing: US Shift (6:30 pm to 3:00 am IST)

Role Responsibilities:

• Responsibilities include managing, executing and administrating the strategy and operations for this department, as well as driving efficient practices to optimize and streamline processes and monitor/measure activity to ensure customer service levels are meeting business unit objectives.
• This position facilitates and provides leadership with regards to communications between business partners, ensuring operational execution and overall leadership to a specific portfolio of customer service personnel. This role is expected to communicate key findings and observations within the organization that supports executive decisions.
• Oversee the end-to-end export order fulfillment process across the Americas, ensuring accuracy, timeliness, and compliance with trade regulations.
• Partner with internal stakeholders to ensure orders are processed and shipped in line with customer requirements, SLAs, and company policies.
• Collaborate with Distribution Centers, Carriers, and Freight Forwarders to ensure efficient scheduling, documentation accuracy, and on-time delivery. Resolve escalated issues related to export documentation, transportation delays, or customs compliance.
• Utilize critical thinking to draw upon professional experiences, market and industry knowledge, data, intuition, and then applies in decision making and direction setting. Provide oversight and support for problem solving, issues resolution, process improvement, and project support.
• Recommend, develop and implement programs and procedures governing the way Export activities will be conducted. Identify and communicate potential solutions to anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact.
• Lead a team of 1015 Analysts and Supervisors to deliver high-quality customer service and operational excellence. Establish clear performance goals, provide regular feedback, and foster a culture of accountability, collaboration, and continuous improvement. Manage staffing, workload distribution, and succession planning to ensure operational efficiency and business continuity.

Desired Candidate Profile:

• Bachelors degree in Supply Chain, Business, International Trade, or related field required.
• 10+ years of progressive experience in export operations, international logistics, or global supply chain management.
• 5+ years supervisory experience (required) with leading and developing dynamic work teams or proven experience with leading initiatives that required leadership skills
• SAP/ERP working knowledge (preferred).
• Strong understanding of export documentation, Incoterms, trade compliance, and customs regulations across the U.S., Canada, and Mexico.