Customer Support Operations Manager

3 weeks ago


Bengaluru, Karnataka, India Black Box Full time

Job Overview


Black Box is seeking a highly skilled Customer Support Operations Manager to join our team. In this role, you will be responsible for providing exceptional customer support and ensuring seamless logistics coordination.


About the Role


This is a challenging opportunity for an experienced professional who can work independently and collaboratively in a fast-paced environment. You will be working with internal and external stakeholders to resolve customer queries promptly and professionally, ensuring customer satisfaction.


Salary and Benefits


The estimated annual salary for this position is $65,000 - $85,000, depending on experience. Our comprehensive benefits package includes health insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.


Responsibilities


You will be responsible for:



  • Communicating pricing details to partners and distributors based on agreed pricing matrices
  • Providing timely updates on availability and Estimated Time of Arrival (ETA) to direct customers, partners, and distributors
  • Managing order loading processes into the system to ensure accurate and timely processing
  • Identifying local vendors as per specific needs and assisting in negotiating local supplies
  • Collaborating with central warehouses to ensure timely availability and providing updates on stock movement to meet customer commitments
  • Coordinating with vendors and customers for status and ETA updates, ensuring effective communication and alignment
  • Resolving customer queries promptly and professionally, ensuring customer satisfaction
  • Managing logistics coordination with the logistics team to ensure efficient and timely delivery of products
  • Sharing invoices with customers and providing updates to the finance department as required
  • Addressing troubleshooting related to Procure to Pay (P2P) and Order to Accounts Receivable (Order to AR) processes
  • Generating and analyzing reports related to customer support operations, providing insights and recommendations for improvement

Requirements


To be successful in this role, you will need:



  • Bachelor's degree in Business Administration, Supply Chain Management, or a related field
  • Proven experience in customer support, logistics coordination, or related roles, preferably in a global or multinational environment
  • Strong communication skills, both verbal and written, with the ability to effectively communicate with internal and external stakeholders
  • Excellent problem-solving abilities and attention to detail, with a focus on delivering high-quality service and resolving issues efficiently
  • Proficiency in using SAP and MS Office applications, with experience with other ERP systems (Oracle) being a plus
  • Ability to work independently and collaboratively in a fast-paced environment, demonstrating adaptability and resilience
  • Familiarity with supply chain and logistics concepts is desirable
  • Willingness to work flexible hours to accommodate US time zones and occasional weekend shifts as needed


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