Manager Digital & Customer Services

Responsibilities:

Service & Operational 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.

Digital Services

Assist the ‘Manager’ in development of key Digital Services and e-Com activities (e-comm adoption, customer trainings, demos, problem solving etc) including training and support to the internal customers.

Assist the ‘Manager’ in providing support to the sales team on SAP & BI related issues/data/reports etc

Assist the ‘Manager’ in Conducting the 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.

Reports/Administration

Daily, weekly and monthly reporting relating to sales, Customer Services and Digital

Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team

Assist the Sales team with Monthly, annual sales forecasting and demand planning.

E-commerce order entry and material/shade masteringNPI launches.

Coordination with the import team to ensure Finished Goods’ import orders are processed & delivered on time.

Assist the Manager in projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc

Preparation of Credit Notes as advised.

Supporting the function/division in matters relating to ‘Purchase Requisition’ like raising the PR etc.

Should have relevant experience (in Textile Industry)

Should have good communication skills (both written and verbal)

Experience in leading a team

Should be from a manufacturing industry and not from trading and only IT/ Software business.

B2B industry experience is preferred.

Should have experience of working in cross functional environment and customer order management.

Reporting and analytical skills is a must .