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Customer Service Operations Manager
3 months ago
Job Description:
Dynamic and experienced Customer Success Operations Manager who will be focused on customer loyalty and building close long-term client relationships right from onboarding to day-to-day logistics operations, ensuring exceptional customer experiences. The ideal candidate will possess robust leadership skills with hands-on experience in logistics industry operations, a customer-centric mindset, and the capacity to analyze data to drive continuous improvement of the customer experience. Moreover, the candidate should also be adept at presenting analysis to customers periodically, enhancing our commitment to delivering top-tier service.
Key Responsibilities
- Analyze existing customer success processes and workflows.
- Proactively identifying and implementing solutions to bottlenecks and inefficiencies within logistics operations.
- Collect and manage customer data to track key metrics and KPIs for generating reports & presentations and provide insights to internal team & customers.
- Collect feedback from customers and identify the areas of improvement.
- Coordinate internally with Logistics operations, IT, and Business teams to achieve customer-set milestones.
- Collaborate on project implementation, assessing operational feasibility across multiple stakeholders.
- Develop and maintain strong relationships with clients.
- Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.
- Continuous Product improvisation as per industry trends.
- Lead a team of customer success executives in order to cater to all clientele.
- Monitor the team's performance metrics and address any operational inefficiencies promptly to ensure optimal logistics operations.
- Foster a collaborative team environment by encouraging open communication and knowledge sharing among team members, leading to more effective logistics management.
- Conduct regular meetings with customers to present and discuss data analysis, including Turnaround Time (TAT) analysis and article delivery status.
