Senior Customer Service Representative

Lutron Electronics; Gurugram District, Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Lutron Electronics in Gurugram seeks an experienced Customer Service Leader to head a global team across India, Middle East, Europe, UK, Australia and New Zealand. You will own end-to-end order management, collaborate with global stakeholders, and drive improvements in customer experience.

Responsibilities include handling escalations, managing SLAs/KPIs, coordinating with Supply Chain and Logistics, and developing teams to deliver high-quality service while maintaining integrity and

Qualifications

• 8–10 years in Customer Service / Operations / Order Management.
• Experience with ERP/CRM systems (SAP/Salesforce preferred).
• Strong communication and stakeholder management skills.
• Ability to lead cross-functional, global teams and own escalations.

Responsibilities

• Lead the Customer Service team across India, Middle East, Europe & UK, Australia & New Zealand.
• Collaborate with global stakeholders (US/EMEA/APAC) to resolve critical business issues.
• Own end-to-end customer queries, escalations, and order-related issues.
• Act as SME for customer service processes, order management, tools and workflows.
• Work with Supply Chain, Logistics, Planning, and Sales to ensure seamless order fulfillment.
• Manage order lifecycle activities including entry, tracking, shipment coordination, and resolution.
• Identify service gaps and drive continuous improvement initiatives.
• Own CS team performance and adherence to SLAs and KPIs.
• Develop teams across verticals under Customer Service.
• Sustain long-term client relations and enhance customer experience.
• Provide data-driven insights by analyzing trends and delays.

Skills

Customer service leadership

Order management

Supply chain coordination

Logistics handling

Stakeholder management

Analytical problem solving

Cross-functional collaboration

Ownership / accountability

Communication

Team leadership

Education

Bachelor's degree or equivalent

Tools

SAP

Salesforce

Job description

Roles and Responsibilities

• Lead the Customer Service team supporting different geographical regions i.e. India, Middle East, Europe & UK, Australia & New Zealand.
• Collaborate with global stakeholders (US/EMEA/APAC) to resolve critical business issues.
• Own and resolve complex customer queries, escalations, and order-related issues with end-to-end accountability.
• Act as a Subject Matter Expert (SME) for customer service processes, order management, Tools and system workflows.
• Work closely with Supply Chain, Logistics, Planning, and Sales teams to ensure seamless order fulfillment and delivery.
• Manage order lifecycle activities including order entry, tracking, shipment coordination, and issue resolution.
• Identify service gaps, delays, and inefficiencies, and drive continuous improvement initiatives.
• Own Customer Services Teams performance and ensure adherence to SLAs, KPIs, and global service standards.
• Overall development of teams across different verticals under Customer Service function.
• Sustainable long‑term team approach towards enhancing Customer Experience & building customer relations.
• Analyze customer trends, shipment delays, and recurring issues; provide data‑driven insights to leadership.
• Support and mentor team members; share best practices and enhance team capability.
• Drive customer satisfaction (CSAT) through proactive communication and ownership.

Must have Skills

• Any graduate can apply.
• 8‑10 years of experience in Customer Service / Customer Operations / Order Management.
• Strong experience in order management, supply chain coordination, and logistics handling.
• Proven ability to manage high‑impact escalations and critical shipments.
• Excellent communication and stakeholder management skills.
• Experience with ERP/CRM systems (SAP/Sales Force preferred).
• Strong analytical and problem‑solving skills with attention to detail.
• Ability to work in a fast‑paced, global, and cross‑functional environment.
• High level of ownership, accountability, and integrity.