This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
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.
Job Responsibility:
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
Requirements:
Bachelor’s / Master’s 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
Supply chain specific certification- if any
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
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