Director of Client Experience

2 weeks ago

Nellore, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

As a key member of our global team, you will play a pivotal role in driving customer success and satisfaction.

The specialty chemicals market is a rapidly growing industry, valued at over $800 billion and expanding at a CAGR of 5.7%. However, it faces numerous challenges in cross-border trade, including trust issues, excessive lead times, quality uncertainty, and transparency problems.

We have made significant strides in the past two years, expanding our operations to serve over 40 countries and forging partnerships with more than 100 customers and suppliers. We are committed to building a team of exceptional talent across all roles.

Key Responsibilities:

  • Serve as the primary point of contact for customers post-sale, ensuring accurate internal communication and resolving queries and issues promptly.
  • Collaborate closely with logistics, documentation, and finance teams to resolve customer concerns.
  • Work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables.
  • Design and implement scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams.
  • Ensure timely and accurate documentation is shared with customers, collaborating with compliance teams as needed.
  • Take ownership of complaints or escalations, ensuring quick and satisfactory resolution.

Requirements:

  • Excellent communication and problem-solving skills.
  • Ability to work cross-functionally and collaborate effectively.
  • Strong analytical and process-improvement skills.
  • Proven track record of delivering exceptional customer experiences.

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