Customer Service Operations Manager

2 days ago

Mohali, Punjab, India beBeeOperations Full time US$ 89,900 - US$ 1,32,200

Job Role Overview:

We are seeking a results-driven task manager to oversee our Customer Service & Sales Support function. The ideal candidate will possess a passion for process improvement, excellent communication skills, and the ability to thrive in a fast-paced environment.

  1. Lead the end-to-end Customer Service & sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfillment.
  2. Collaborate with sales, logistics, and finance teams to ensure alignment on order priorities, timelines, and product availability.
  3. Monitor order volumes, identify bottlenecks, and implement corrective actions to improve order cycle times.
  4. Develop and enforce standard operating procedures (SOPs) for the Customer Service & Sale management process.

Responsibilities include but not limited to:

  • Optimize resource allocation for efficiency and cost-effectiveness.
  • Manage customer claims, ensuring quick resolution and maintaining high customer satisfaction levels.
  • Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.
  • Develop and implement policies to streamline the claims resolution process, reducing the frequency and impact of claims.

Key Qualifications:

  • Bachelor's degree in business administration, Supply Chain Management, or a related field. MBA or equivalent preferred.
  • At least 12 years of experience in Customer Service & Sales Support operations, shared services, or BPO environments, with at least 5 years in a senior leadership role.
  • Proven experience leading large teams and managing cross-functional initiatives in a dynamic environment.

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