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Job descriptionPOSITION: Deputy Lead Customer Service (US Division)LOCATION: Remote (India-based)HOURS: 9 AM 5 PM ESTDEPARTMENT: Customer Service NY OperationsCOMPANY OVERVIEW:MillTex Blanks is a leading manufacturer and distributor of premium apparel products based in Tonawanda, NY, serving B2B customers across North America.PRIMARY OBJECTIVE:We are seeking a proactive and experienced Deputy Lead Customer Service to support and co-lead our remote Customer Service operations for the US division. The ideal candidate will bring strong B2B order management experience, sound inventory knowledge, and leadership capabilities to help drive operational efficiency, customer satisfaction, and team performance.KEY RESPONSIBILITIES:1. Team Leadership & Coordination Assist the Customer Service Lead/Manager in daily team supervision and performance tracking Serve as a first point of escalation for complex customer or order-related issues Provide mentorship and training to Customer Service Executives Coordinate workflow distribution and task prioritization Assist in onboarding and process documentation for new team members2. B2B Order Management Oversee accurate and timely processing of purchase orders Conduct regular checks for order pricing, inventory availability, and order integrity Manage escalated modifications, special order requests, and backorders Ensure SLAs and KPIs related to order processing are consistently met3. Inventory & Process Oversight Monitor stock levels and coordinate with inventory teams in NY and Canada Identify discrepancies and implement process improvements for inventory accuracy Provide input to forecast planning and replenishment strategies Support implementation of system enhancements related to inventory and order tracking4. Customer Relationship Management Handle high-priority or escalated customer inquiries and complaints Ensure consistent, professional, and proactive communication with clients Analyze service trends and recommend improvements in service quality Collaborate with cross-functional teams including logistics and sales to ensure customer satisfactionREQUIRED QUALIFICATIONS:Education: Bachelor's degree required; business, supply chain, or related field preferredExperience: 3+ years in customer service or B2B operations Minimum 1 year in a senior/executive or team coordination role Experience with US-based clients and remote service delivery Familiarity with apparel industry or product-based businesses is a plusSkills & Competencies: Excellent written and spoken English communication skills Advanced MS Excel skills and comfort with ERP/order management systems Strong analytical, decision-making, and problem-solving capabilities Ability to guide and motivate remote teams Highly organized with a keen eye for detailTECHNICAL COMPETENCIES: ERP/CRM/order processing platforms Shipping and logistics systems Intermediate to advanced Excel (pivot tables, lookups, data validation)SOFT SKILLS: Leadership and team coordination Customer-first mindset Time management and prioritization Conflict resolution and adaptabilityWORKING CONDITIONS: Remote (India-based) EST time zone coverage: 9 AM 5 PM Laptop and internet connectivity required Primarily system- and communication-based workPERFORMANCE METRICS: Order and inventory accuracy First response and resolution time on escalated cases Team support and leadership effectiveness Process improvement and documentation contributionsREPORTING STRUCTURE: Reports to: Customer Service Manager NY Operations May supervise: Junior Customer Service ExecutivesCOMPENSATION & EVALUATION: Fixed monthly salary Performance-based incentives and reviews Leadership development opportunitiesPREFERRED CANDIDATES WILL HAVE: Experience in B2B operations within the apparel or retail sectors Prior exposure to US-based customer service standards Experience in remote team collaboration and digital toolsJob Type: Full-time | Remote | Leadership TrackBenefits: Paid time offSchedule: Monday to Friday Night shiftExperience: Inventory management: 2 years (Required) ERP systems: 2 years (Required) B2B Customer service: 3 years (Required)Language: English (Required)Work Location: RemoteJob Types: Full-time, Contractual / TemporaryJob Types: Full-time, Contractual / TemporarySchedule: Monday to Friday Night shiftExperience: Customer service: 3 years (Required) ERP: 3 years (Required) B2B Customer Service: 3 years (Required) Inventory management: 3 years (Required) Management: 2 years (Required)Language: English (Required)Work Location: RemoteApplication Deadline: 22/06/2025,

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• Deputy Lead Customer Service (US Division)

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Communication , Interpersonal Skills, CRM Proficiency, Sales , Customer Service Acumen, Analytical , ProblemSolving Skills, Time Management , Organization, Adaptability , Flexibility

data entry, technical proficiency, communication skills, us process, customer, adaptability, team collaboration,crm systems, multitasking, attention to detail, problemsolving, active listening

Interpersonal Skills,Attention to Detail, Efficient, ProtocolOriented, TechSavvy, ProblemSolving

Project Management, Customer Relationship Management, Analytical Skills, Critical Thinking, Excel, Salesforce,Email Ticketing System, Chat Support, Phone Support, Organizational Skills, Attention to Detail, ProblemSolving, Microsoft Office Suites, CRM Tools

Communication , Interpersonal Skills, CRM Proficiency, Sales , Customer Service Acumen, Analytical , ProblemSolving Skills, Time Management , Organization, Adaptability , Flexibility

data entry, technical proficiency, communication skills, us process, customer, adaptability, team collaboration,crm systems, multitasking, attention to detail, problemsolving, active listening

Interpersonal Skills,Attention to Detail, Efficient, ProtocolOriented, TechSavvy, ProblemSolving

Project Management, Customer Relationship Management, Analytical Skills, Critical Thinking, Excel, Salesforce,Email Ticketing System, Chat Support, Phone Support, Organizational Skills, Attention to Detail, ProblemSolving, Microsoft Office Suites, CRM Tools