15/07 Pinky J
HR at HRD

Views:1286 Applications:16 Rec. Actions:Recruiter Actions:4

Manager - Customer Service - F&B/FMCG/Supply Chain/Logistics Business (5-9 yrs)

Pune Job Code: 720506

Job Description - Manager - Customer Service


Location: Pune

- We are seeking for a Manager - Customer Service, who can take charge of our customer service department and foster positive relationships with our clients. Professional experience of 6 to 10 years in Customer Service roles with 6-10 of managing Key Accounts. Proven ability to deal with challenging time lines, has excellent communication and number crunching skills combined with great Analytical Skills.


- Must possess hands on experience in managing customer queries, day to day problem solving and a mind-set that thrives on driving 100% customer satisfaction despite day to day operational challenges. Will be responsible for obtaining and maintaining relationships with long term key customers by comprehending their requirements and driving new business acquisition.

Responsibilities:

- Act as a key interface between the clients and internal department and taking a lead role in the resolution of any customer queries or other problems as they arise

- Improving customer service experience, create engaged customers and facilitate organic growth

- Establish close relationship with clients and provide high standard of customer service continually.

- Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service

- Organize and prepare specified reports and MIS in line with the customers- requirements

- Preparing and completing action plans; enhancing productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; and implementing change as per customer's needs.

- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.

- Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment

- Implement strategies to improve service, quality, employee efficiency and interdepartmental communication

- Drives process innovation in all areas of Supply Chain Planning Operations in order to exceed customer expectations while building efficiencies and scale across the business

- Monitor the performance of direct reports. Provide prompt and objective coaching and counselling.

- Maintain clear and consistent communication both with internal and external customers

- Develop communication solutions that create value, decrease problems and pre-emptively solve any issues

- Create and maintain standard work instructions, operating instructions as per the processes defined

- Supervise and work in a hands-on role that will include daily planning/scheduling of all the sales orders received while providing daily, weekly, and monthly reports.

- Monitor the accuracy of the sales orders being processed by the direct reports

- Work with all internal teams to ensure orders are despatched in a timely manner

- Using all internal systems and technology to check on stock availability and liaise with the procurement team for solutions and resolutions to be provided

Skills & Requirements:

- 5-9 years experience of managing Key Accounts

- Excellent at managing customer relationships across geographies

- Excellent presentation skills and the ability to work with Microsoft PowerPoint

- Strong interpersonal skills and ability to work across departments

- Excellent communication skills, both written and verbal

- Analytical, logical thinker and problem solver, with the ability to find solutions by thinking out of the box

- Able to work effectively within defined deadlines

- Ability to generate and effectively implement plans/ideas

- Ability to relate to a wide range of people and manage teams in different regions

- Able to work independently and as part of a team

- Experience of working on ERP - SAP, Oracle etc. and excellent at operating Microsoft Office

Educational Qualification: (UG - Any Graduate - Any Specialization) AND (MBA from reputed institution)

Exposure: Functional Experience of minimum 5-9 years in Customer Service and Sales Operations Management. Experience in Supply Chain or Logistics or F&B/ FMCG industry is preferred.

Industry: FMCG / Foods / Beverage, Hotels / Restaurants / Airlines / Travel / SCM & Logistics

Women-friendly workplace:

Maternity and Paternity Benefits

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