Customer Service Manager-South Region (Leading Building Materials Company)

Job Description

Role:
– Create a value added Customer Service experience for Customers and Stakeholders in South Region
– Enhance current systems and processes to ensure seamless Customer Service to Customers and Stakeholders
– Closely work with internal stakeholders viz; Planning, Logistics, Procurement, Sales to ensure Customer Service is as per defined SLAs and Charter.
– Responsible for setting up the goals and key performance indicators for customer service organization in South
– Responsible for supervision, review and managing of customer service function for South
– Conducting customer service experience reviews with key customers so as to enhance service proposition
– Work closely with the IT function to enhance the system capabilities of the customer service in the organization.
– Regular interaction with the stakeholders for understanding any concerns with respect to the customer service organization and providing solutions to resolve any concerns raised by customer.
– Facilitate and improve the interface links between the customer service organization and relevant functions.
– Review stocks and inventory to ensure seamless deliveries for South Region.
– Resolving the day to day queries being escalated from the customer service executives and other stake holders in South
– Responsible for the hiring, training and development of the customer service representatives in the team.

Requirements:
– BE with MBA Operations as an added advantage
– 7 to 10 years of relevant experience in customer service, ideally from the Building Materials Industry
– Overall understanding of various functions such as Sales, Manufacturing, Logistics, Planning, Finance, etc
– Understanding of Budgets, Forecasts and SAP
– Result focused
– Customer focused approach
– Initiative and risk-taking
– Good communication sills
– Good team player
– Stakeholder management skills and influencing skills

Location: Bangalore