Customer Service & Inspection Operations Manager – Apparel/Textiles

Sgt Group; Greater Noida; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

Sgt Group, based in Delhi, is seeking an apparel/textile professional with a merchandising background and hands-on factory experience to lead our inspection coordination team. You will manage the process from inspection booking and preparation through report delivery and client follow-up.

This is an inspection operations and client coordination role, not a pure merchandising, laboratory customer service or sales position.

Qualifications

• Minimum 10 years of hands-on experience as a merchandiser in garment/textile industry with comprehensive understanding of the product lifecycle
• At least 3 years of proven team supervision or management experience
• Deep understanding of garment manufacturing processes, quality control methodologies, and industry standards
• Prior experience in third-party inspection services or quality assurance environments is highly advantageous

Responsibilities

• Orchestrate seamless coordination of inspections between suppliers, international customers, and internal teams to ensure smooth execution and on-time delivery
• Supervise the timely production and distribution of comprehensive inspection reports, maintaining accuracy and professionalism
• Ensure documentation, materials, and technical specifications are prepared and validated before each inspection
• Maintain full visibility of inspection status for each client, providing accurate updates throughout the process
• Lead, mentor, and develop team members to enhance their professional capabilities and independence in handling customer procedures and technical requirements
• Design and deliver training programs on garment quality knowledge, customer-specific procedures, and communication excellence
• Monitor individual and team performance, identify areas for improvement, and implement targeted development initiatives
• Foster a culture of initiative, accountability, and continuous learning within the team
• Serve as primary point of contact for assigned clients, maintaining proactive communication
• Handle client inquiries, comments, and complaints with diplomacy and efficiency, ensuring swift resolution and high satisfaction
• Understand and apply each customer's inspection procedures, quality standards, and administrative requirements
• Provide consultative support to clients on inspection procedure improvements and updates
• Proactively identify potential operational risks and implement preventive measures to avoid errors
• Analyze current workflows and propose solutions to enhance efficiency, accuracy, and client experience
• Contribute recommendations for team organizational structure and process optimization
• Partner with accounting to ensure invoicing accuracy and monitor payment status
• Coordinate with technical department on claim analysis and documentation for quality investigations
• Deliver regular performance reports and updates to Branch Manager
• Support overall operations management and collaborate with other teams as needed

Job description

We are looking for an apparel/textile professional with a merchandising background, hands-on factory experience, operational experience within a third-party inspection company, and proven team leadership.

Based in Delhi, you will lead our customer service and inspection coordination team, managing the process from inspection booking and preparation through to report delivery and client follow-up.

This is an inspection operations and client coordination role, rather than a pure merchandising, laboratory customer service or sales position.

Key Responsibilities

Operational Coordination & Excellence

• Orchestrate seamless coordination of inspections between suppliers, international customers, and internal teams (inspectors, planning, technical departments) to ensure smooth execution and on-time delivery
• Supervise the timely production and distribution of comprehensive inspection reports, maintaining the highest standards of accuracy and professionalism
• Ensure all necessary documentation, materials, and technical specifications are prepared and validated before each inspection to prevent delays or quality issues
• Maintain full visibility of inspection status for each client, providing accurate and timely updates throughout the process
• Lead, mentor, and develop team members to enhance their professional capabilities and independence in handling customer procedures and technical requirements
• Design and deliver training programs on garment quality knowledge, customer-specific procedures, and communication excellence
• Monitor individual and team performance, identify areas for improvement, and implement targeted development initiatives
• Foster a culture of initiative, accountability, and continuous learning within the team

Client Relationship Management

• Serve as the primary point of contact for assigned clients, maintaining proactive and professional communication
• Handle client inquiries, comments, and complaints with diplomacy and efficiency, ensuring swift resolution and high satisfaction
• Understand and apply each customer's unique inspection procedures, quality standards, and administrative requirements
• Provide consultative support to clients on inspection procedure improvements and updates

Risk Management & Process Improvement

• Proactively identify potential operational risks and implement preventive measures to avoid errors or service disruptions
• Analyze current workflows and propose innovative solutions to enhance efficiency, accuracy, and client experience
• Contribute recommendations for team organizational structure and process optimization based on evolving business needs

Cross-Functional Collaboration

• Partner closely with the accounting department to ensure complete and accurate invoicing information and monitor payment status
• Coordinate with the technical department on claim analysis, providing necessary samples and documentation for quality investigations
• Deliver regular performance reports and operational updates to the Branch Manager
• Support overall operations management and collaborate with other operational teams as needed

Required Profile

• Minimum 10 years of hands-on experience as a merchandiser in the garment/textile industry with comprehensive understanding of the product lifecycle
• At least 3 years of proven team supervision or management experience, demonstrating leadership capability
• Deep, practical knowledge of garment manufacturing processes, quality control methodologies, and industry standards
• Prior experience in third-party inspection services or quality assurance environments is highly advantageous