Customer Service Manager

1 month ago

Mumbai, India RSA Global Full time

Customer Service Manager Responsibilities

1. Client Relationship Management :

Serve as the primary point of contact for key clients, managing all aspects of the client relationship.

Understand the unique logistics and warehousing requirements of key accounts and tailor services to meet their needs.

Develop and implement account strategies to drive client satisfaction and long-term retention.

Performance Monitoring :

Track performance metrics related to key accounts, including service levels, cost efficiency, and delivery accuracy.

Work with internal teams (warehousing, transportation, supply chain) to ensure timely and accurate fulfilment of client orders.

Conduct regular review meetings with clients to discuss performance, identify issues, and explore opportunities for improvement.

Business Development :

Identify opportunities to upsell or cross-sell additional logistics services to key accounts.

Collaborate with the sales team to develop proposals and negotiate contracts for long-term client partnerships.

2. Customer Service Management

Operational Excellence :

Oversee day-to-day customer service operations, ensuring all inquiries, complaints, and requests are handled promptly and professionally.

Monitor and optimize customer service processes to improve response times, reduce errors, and enhance customer satisfaction.

Team Leadership :

Lead and mentor the customer service team to deliver exceptional support to all clients, particularly key accounts.

Provide training and guidance on handling complex client queries and resolving logistical issues.

Issue Resolution :

Investigate and resolve service-related issues such as shipment delays, inventory discrepancies, and delivery errors.

Coordinate with the operations, warehousing, and transport teams to ensure quick and effective problem resolution.

Customer Feedback :

Gather feedback from key clients and customers, analyze trends, and work on continuous improvement initiatives in service delivery.

Implement customer service metrics (e.g., response time, resolution time, satisfaction scores) to monitor performance.

3. Cross-functional Collaboration

Internal Coordination :

Work closely with warehousing, logistics, and supply chain teams to ensure client requirements are met efficiently.

Participate in logistics planning meetings to align operations with client expectations.

Reporting :

Prepare and present regular reports on key account performance, customer service metrics, and overall client satisfaction to senior management.

Ensure all service-level agreements (SLAs) are met and proactively address potential risks to performance.

Key Skills and Competencies:

1. Account Management Expertise:

Proven experience managing key accounts in logistics, warehousing, or supply chain.

Strong negotiation skills and ability to build long-term client relationships.

2. Customer Service Leadership:

Extensive experience in leading customer service teams in a high-volume, fast-paced logistics environment.

Excellent problem-solving skills, especially in handling client escalations or operational issues.

3. Industry Knowledge:

In-depth understanding of logistics and warehousing processes, including shipping, inventory management, and supply chain optimization.

Knowledge of warehouse management systems (WMS) and transport management systems (TMS) is a plus.

4. Communication & Interpersonal Skills:

Strong written and verbal communication skills for effective collaboration with clients and internal teams.

Ability to handle complex and sensitive client issues diplomatically.

5. Analytical Skills:

Ability to analyze key account performance data and customer service metrics to identify areas for improvement.

Experience in budgeting, forecasting, and cost management related to client accounts and customer service operations.

6. Leadership & Team Management:

Demonstrated ability to lead and motivate teams to achieve high levels of customer satisfaction.

Experience in coaching, mentoring, and performance management of customer service staff.

Qualifications:

Bachelor’s degree in business administration, Logistics, Supply Chain Management, or related field.

10+ years of experience in key account management and/or customer service, preferably within logistics or warehousing industries.

Proficiency in customer relationship management (CRM) software and warehouse management systems (WMS).

Strong project management skills and ability to manage multiple priorities.

Key Performance Indicators (KPIs):

Client retention rate for key accounts

Client satisfaction scores

SLA adherence and on-time delivery rates

Customer service response and resolution times

Revenue growth from key accounts

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