Customer Service Operations Manager

SgT Group; Delhi; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

SgT is seeking an experienced operations leader to own the inspection lifecycle from initial order receipt through final report delivery, while guiding a dedicated customer service team and implementing best practices to boost efficiency, accuracy, and client satisfaction in the textile inspection sector.

You will oversee cross-functional coordination between suppliers, customers, and internal teams, ensure timely reports, and uphold standards of quality and professionalism for global clients.

Qualifications

• Minimum 10 years of hands-on experience as a merchandiser in garment/textile industry.
• At least 3 years of proven team supervision or management.
• Deep knowledge of garment manufacturing, QC methodologies, and industry standards.

Responsibilities

• Coordinate inspections between suppliers, international customers and internal teams to ensure on-time delivery.
• Supervise production and distribution of comprehensive inspection reports with high accuracy.
• Ensure documentation and specifications are prepared and validated before each inspection.

Skills

Team leadership

Client relationship

Operational coordination

Training & development

Quality assurance

Risk management

Job description

Founded in the early 90’S, SgT is an international company owned by Worms Safety and headquartered in Hong Kong. SgT is specialized in apparels, textile and footwear and provides quality management solutions to major fashion brands, retailers and distributors across the globe. With 28 nationalities on board, SgT covers operations in 20 countries of textile production with team of 500+ garment experts, technicians, textile engineers, QA and auditors. SgT’s solutions aim at helping our customers to secure safety, quality and conformity of their products.

About the Role

As the critical interface between our technical inspection teams and our global clients, you will take full ownership of the inspection operations lifecycle—from initial order receipt through to final report delivery and client follow-up. In this strategic role, you will lead and develop a dedicated customer service team while implementing best practices to enhance operational efficiency, accuracy, and client satisfaction. Your leadership will be instrumental in maintaining our reputation for professional, reliable, and timely service in the competitive textile inspection industry.

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

Team Leadership & Development

• 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