Director of Customer Advocacy

15 hours ago

Kurnool, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 90,00,000 - ₹ 1,20,00,000
Key Job Responsibilities

The primary objective of this role is to oversee the entire customer journey from post-sales onwards, ensuring seamless order execution and timely communication updates to customers.

This position acts as a bridge between sales, logistics, and operations to prioritize customer needs and satisfaction across all touchpoints.

Main Responsibilities:
  • Customer Support & Coordination: Serve as the primary point of contact for customers post-sale, understanding their specific requirements and ensuring accurate internal communication.
  • Order Tracking & Updates: Share regular shipment updates, delivery timelines, and documentation status with customers, proactively informing them of any delays or deviations with timely resolutions.
  • Cross-Functional Collaboration: Work closely with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables, ensuring customer priorities are reflected in internal decision-making and processes.
  • Customer Satisfaction & Retention: Champion customer satisfaction by anticipating their needs and providing proactive support, conducting post-delivery follow-ups to gather feedback and identify areas of improvement.
  • Process Development & Improvement: Design and implement scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams to ensure consistent support.
  • Documentation & Compliance: Ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers, collaborating with compliance teams to meet export/import regulations as needed.
  • Issue Resolution & Analysis: Take ownership of complaints or escalations, ensuring quick and satisfactory resolution, maintaining logs of recurring issues to identify trends and collaborate on root-cause solutions.

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