Customer Service Manager

Education and Experience required-

• Business Graduate from a reputed university.
• At least 6-8 years’ working experience in customer service/relevant fields; including minimum 2 years in the team lead / Manager capacity.

Job Role includes-

Service & Operational Management

• Ensure that that the company’s guideline & SOPs are followed in customer service management.
• Prompt & effective communication and coordination with the customers to ensure superior customer service experience
• Deliver Customer Services related KPIs
• Work closely with the Sales team to deliver customers’ orders on time and as per the defined priorities
• Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers
• Taking customers’ queries on Company products, services, tools and serving them appropriately.
• Complaint Handling
• Deal with the complaints quickly and solve within the defined timelines to achieve Customers’ satisfaction.
• Investigate customers’ complaints/concern, find out the root causes and apply permanent solutions.
• Close coordination with QA and Operation teams to address customer complaints promptly.
• Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk.
• People Management
• Training & development of the team
• Coaching of under performers to lift them up to the required levels
• Ensure team alignments to deliver the function KPIs
• Digital Services
• Facilitate the development of key Digital Services and e-Com activities and provide guidance, training and support to the internal customers for effective implementation
• Conduct customer surveys on Customer Services & Digital tools adoption etc., and prepare feedback / reports  for the management
• Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines
• Development & implementation of processes & tools, after necessary approvals, to improve the customer service standards
• Reports/Administration
• Daily, weekly and monthly reporting
• Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team
• NPI launches
• Coordination with the import team to ensure Finished Goods’ import orders are processed & delivered on time
• Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc