Director of Client Engagement

7 days ago

Rajkot, Gujarat, India beBeeSuccess Full time ₹ 17,00,000 - ₹ 24,20,000

Our company is a tech-enabled cross-border specialty chemicals marketplace. Our vision is to become the largest global speciality chemicals distributor, focusing on discovery and fulfillment using a tech-first approach.

The global speciality chemicals market is a large and fragmented industry with multiple inefficiencies in cross border trade. It's an extremely important market, growing at a CAGR of 5.7%. The industry faces several challenges including lack of trust, excessive lead times, quality uncertainty, lack of transparency, and operational challenges.

In the past two years, we've scaled up our operations serving in more than 40 countries and have active partnerships with over 100 customers and suppliers. We want to build a team of talented professionals who can help us achieve our ambitious goals.

This role bridges sales, logistics, and operations to ensure the customer is always front and center. As a Customer Success Specialist, you will own the post-sales customer journey, coordinating across teams to ensure smooth execution of orders, providing timely updates to customers, and championing customer satisfaction across all touchpoints.

Customer Coordination & Support

You will act as the primary point of contact for customers post-sale, understanding their specific requirements and ensuring accurate internal communication. You'll work closely with logistics, documentation, and finance teams to resolve customer queries and issues promptly.

Order Tracking & Communication

You will share regular shipment updates, delivery timelines, and documentation status with customers. You'll proactively inform customers of any delays or deviations, with timely resolutions.

Internal Collaboration

You'll work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables. You'll ensure customer priorities are reflected in internal decision-making and processes.

Customer Experience & Retention

You'll champion customer satisfaction by anticipating needs and providing proactive support. You'll conduct post-delivery follow-ups to gather feedback and identify areas for improvement.

Process Definition & Improvement

You'll design and implement scalable processes to enhance the customer experience. You'll create SOPs and customer playbooks for internal teams to ensure consistent support.

Documentation & Compliance

You'll ensure timely and accurate documentation (invoices, B/Ls, COAs, etc.) is shared with customers. You'll collaborate with compliance teams to meet export/import regulations as needed.

Issue Resolution and audit

You'll take ownership of complaints or escalations, ensuring quick and satisfactory resolution. You'll maintain logs of recurring issues to identify trends and collaborate on root-cause solutions.

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