India Customer Service & Experience Lead

Company Description

Syngenta Crop Protection

As a world market leader in crop protection, we help farmers to counter these threats and ensure enough safe, nutritious, affordable food for all – while minimizing the use of land and other agricultural inputs.

Syngenta Crop Protection keeps plants safe from planting to harvesting.  From the moment a seed is planted through to harvest, crops need to be protected from weeds, insects and diseases as well as droughts and floods, heat and cold.

Syngenta Crop Protection is headquartered in Switzerland.

Job Description

Role Purpose

Lead and optimize customer service operations, ensuring excellence in warehouse management, carry and forward (CnF) network, and secondary distribution while maintaining compliance with Indian regulations. It includes:

• Strategically manage warehouse and CnF network to enhance operational efficiency and customer satisfaction
• Serve as the customer service and experience capability owner, leveraging expertise in Indian regulations to ensure compliant business operations
• Drive customer service operations to meet and exceed agreed service levels, enhancing the overall customer experience
• Enhance efficiency in inter-warehouse movements and secondary logistics, focusing on minimizing lead times and reducing costs implementing advanced tools and systems
• Gather and analyze competitive intelligence to prepare the company for future challenges, balancing compliance requirements with operational efficiency
• Implement advanced tools and systems to optimize operating costs and identify cost-reduction opportunities across the country
• Continuously improve processes to streamline operations, enhance customer experience, and drive business growth

Accountabilities

• Own and develop the comprehensive customer service and experience capability for India CP and Seeds operations
• Ensure seamless integration of compliance controls within all business processes while serving as an expert for India operations
• Conduct regular risk assessments and oversee corrective actions to maintain robust inventory control and quality assurance
• Spearhead business process optimization initiatives and foster cross-functional collaboration to enhance operational efficiency
• Lead and develop a high-performing customer service team to consistently meet and exceed KPIs
• Drive strategic alignment by collaborating on global projects and staying abreast of industry best practices
• Implement and monitor key performance indicators to continuously improve customer service operations
• Identify, implement, and leverage innovative technologies to enhance customer service capabilities and operational efficiency

Qualifications

Knowledge, experience & capabilities

Critical Knowledge

• Minimum 10 -15 years of professional experience in customer service including warehouse management, logistics and ERP systems
• Minimum bachelor’s degree from reputed university. Certifications of specialized customer service-related subjects would be preferred
• Experience of working with large multi-nationals; work in a complex, cross functional business environment preferred
• Expert level understanding of logistic, order to cash process and service level agreements in the area
• Ability to read and interpret policy, laws and rules and apply them in day to day operations
• High level of understanding of logistics and transportation
• Understanding of trade in the agro-chemical industry, awareness of GST
• Sense of urgency, balanced, with sense of priorities
• Ethical and knowledge-based approach to work
• Good references and background checks

Critical Experience

• Minimum 10-15 years of relevant experience
• Excellent communication skills in English

Critical technical, professional, and personal capabilities

• ERP
• WMS

Critical Leadership Competencies

• Lead external
• Lead internal
• Lead self

Close collaboration with following stakeholders besides IN P&S:

• India sales teams 
• India & AMEA Logistics category manager
• AMEA Customs & Trade Operations manager
• AMEA Trade compliance manager
• Global & AMEA Customer Service Manager