Customer Service Executive

Navi Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

Job Description Global Customer Delight Customer Support (E2/E1)

Designation: Assistant Manager - Global Customer Delight

Office Location: MBP Navi Mumbai (Head Office)

Role Summary:

To Lead team & process set up for customer service at GCD. Be a pioneer in building relationships
with customers across the business. To assist in the development performance and maintenance of
the customer service activities of the organisation with responsibility for the day-to-day activities of
CS team. Support digitisation project at GCD CS & be change & process driver.

Primary Responsibilities:

Manage & lead team of 4-5 CS team members & guide them for day-to-day activities of
customer service.
Collaborate with sales operations & customer service team.
Overview order management & execution (Domestic / Export) in system.
Monitor day-to-day activities required to be performed by the CS team for export &
domestic transactions & achieve monthly sales target set for business.
Understanding of export documentation requirement & accordingly guiding team.
Measure performance by delivering orders with 98% CDI by ensuring zero COPQ (cost of
poor quality).
Lead set process automation & ERP system adherence leading by example.
Handling customer feedback received in a structured manner leading to improvement in
service & ultimately the NPS.
Conducting regular training sessions for team members.
Working & adhering to internal as well as external SLAs.
Identifying to upsell & cross-sell additional products or services to customers based on their
needs & preferences maximizing sales & revenue.
Handling internal & external complaints raised on services levels & appropriately addressing
& closing with CAPA.

Reporting Team

Reporting Designation: Customer Support Manager
Reporting Department: Global Customer Delight

Educational qualifications preferred & experience:

Degree: Bachelors / Masters degree in technical or commercial education.
Work experience around 8-10 years
Experience in leading team
Hands on experience in SAP SD module
Salesforce experience preferred

Required Certification/s: Supply chain specific certification- if any.

BEI Key Performance Indicators (KPIs):
First response time Adherence
Customer Delivery Index 98% ( OTIF)
Order confirmation Index -100%
Zero COPQ
Tracking & measuring SLA Score Metrics.
Career Development Plan for junior team members

Required Competencies:

Experience in handling & lead time.
Well versed with domestic as well as export transactions expert in LC reading & understanding &
processing documents.
Process oriented mindset & ability to lead.

Required Skills:

Strong team influencing skills & understanding business priorities.
Excellent communication skills
Customer support skills
Strong analytical skills
Conflict management
Ability to persuade team through effective communication & strong collaborations skills to manage
internal and external stakeholders.
Exhibition of strong work ethic & responsiveness to facilitate excellent customer experience.
Any Specific Requirements:
Physical: PwD (person with disability) will also do/ will not do

Job Description Global Customer Delight Customer Support (E2/E1) Designation: Assistant Manager - Global Customer Delight Office Location: MBP Navi Mumbai (Head Office) Role Summary: To Lead team & process set up for customer service at GCD. Be a pioneer in building relationships with cu...