Customer Service Lead - SCM

The Whole Truth Foods; Mumbai; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading clean label food company in Mumbai is seeking a Customer Service Leader to manage customer service operations across D2C and B2B channels. This role involves ensuring accurate order execution, leading a team of 9, and improving service levels. Candidates should possess an MBA in Supply Chain/Operations and a minimum of 5 years of experience in customer service or supply chain within a fast-paced environment, preferably in FMCG. This is a leadership position that emphasizes strong communication and analytical skills.

Qualifications

• Minimum 5 years of relevant work experience in Customer Service/Supply Chain/Operations.
• Prior experience in FMCG or fast-paced environments is essential.
• Proven experience managing operational complexity and frontline teams.

Responsibilities

• Own end-to-end execution of customer orders across B2C and B2B channels.
• Ensure accurate order processing and seamless coordination with logistics.
• Track key customer service metrics to identify trends and improvements.

Skills

Ownership mindset

Leadership

Communication skills

Analytical mindset

Education

MBA in Supply Chain/Operations

Job description

Experience

MBA in Supply Chain/Operations with min. 5 years of relevant work experience

Type of Role

Leadership role which leads a team of 5-10 people

Location

Mumbai. HO is in Andheri Saki Naka.

Remote Work

This is not a remote work role. The role will involve travel to Bhiwandi (Warehouse) on any given day.

About the Company

Who we are

At The Whole Truth, our mission is to ‘re-build the world’s trust in its food’. We believe consumers have lost trust in big-food companies because they’ve been selling half-truths for ages. We believe the only way to remedy this, is for someone to stand up and speak the whole truth. Warts n’all.

What we do

We are India’s first (and perhaps only) 100% Clean Label food company. What that means is we make food so clean, (only) we can declare each ingredient proudly upfront. #nothing to hide.

About the Role

The Customer Service Leader will be a critical member of The Whole Truth’s Supply Chain team, owning end-to-end customer service operations across D2C and B2B channels. This role sits at the intersection of order processing, inventory allocation, logistics execution, and customer relationship management.

You will lead a team of 9 frontline team members and be accountable for ensuring that customer orders are executed accurately, on time, and with a high degree of ownership — from system entry to physical delivery at customer warehouses. This is a hands‑on leadership role requiring strong people skills, operational grit, and the ability to engage confidently with customer head offices.

Key Responsibilities

• Own end-to-end execution of customer orders across B2C and B2B channels
• Ensure accurate order processing, timely inventory allocation, and seamless coordination with warehousing and logistics partners
• Oversee on‑ground operations including dispatches, deliveries, and unloading at customer warehouses

B2B Customer Management

• Act as the primary escalation point for B2B customer issues across Ecommerce, Quick Commerce, MT, and GT
• Proactively resolve service issues, shortages, delays, and documentation challenges
• Build strong working relationships with customer supply chain, operations, and head‑office teams
• Lead, coach, and develop a team of 9 customer service professionals
• Drive a culture of ownership, accountability, and bias for action at the ground level
• Ensure clarity of roles, priorities, and performance expectations within the team

Operational Excellence

• Improve service levels through better processes, discipline, and cross‑functional coordination
• Partner closely with Planning, Warehousing, and Logistics teams to ensure smooth execution
• Identify recurring issues and work on root‑cause solutions rather than firefighting

Analytics & Reporting

• Track key customer service metrics such as order fill rate, OTIF, ageing, and customer escalations
• Use data to identify trends, bottlenecks, and opportunities for improvement
• Present clear, structured updates to internal stakeholders and leadership

What We’re Looking For

Must‑Have Traits

• Strong ownership mindset with a clear bias for action
• Likeable leader who people enjoy working with and rally behind
• Comfortable getting work done on the ground, while also holding their own in customer head‑office meetings
• Excellent communication skills — clear, confident, and solution‑oriented
• Analytical mindset with the ability to use data to drive decisions

Experience & Background

• Prior experience in Customer Service / Supply Chain / Operations within FMCG, Consumer Goods, or a fast‑paced environment
• Exposure to D2C, Ecommerce, Quick Commerce, and Modern Trade operations is strongly preferred
• Proven experience leading frontline teams and managing operational complexity

Why This Role Matters

At The Whole Truth, customer experience is not a support function — it’s a core part of how the brand is built. This role directly impacts how customers experience the brand every single day, across channels. You will play a key role in building scalable, disciplined customer service operations as the company grows.