Customer Operations Manager

2 weeks ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Customer Operations Manager

We are seeking an experienced Customer Operations Manager to lead our team in ensuring timely order fulfillment and providing exceptional customer support. As a key member of our customer success team, you will be responsible for managing the end-to-end order life cycle, resolving customer inquiries, and driving continuous improvement initiatives.

Key Responsibilities:

  • Manage a team of Order Management Representatives/Specialists in the North America Region, planning, prioritizing, and scheduling their activities for efficiency.
  • Review progress, evaluate results, and implement improvements to ensure customer support excellence in all interactions.
  • Collaborate with internal teams, including production, planning materials, and logistics, to ensure prompt, accurate, and timely order throughput.
  • Communicate with staff from other functional areas, such as sales, warehouse, and logistics, to confirm order status and resolve customer queries.
  • Support departmental goals and initiatives to become a more proactive customer-centric organization, developing, documenting, and enhancing standard administrative practices.
  • Identify ideas and develop proactive communications for assigned customers regarding processes, policy, and best practices.
  • Participate in continuous improvement projects and contribute to process enhancements.

Requirements:

  • 8+ years of experience in supply chain/Order Management, including people management.
  • Experience in managing a team of 5+ employees preferred.
  • Experience in high-impact continuous improvement or Six Sigma projects preferred.
  • Intermediate level of relevant work experience required, preferably in consulting or GCC/shared services industry, working with the North America region.

Skills:

  • Strong team management skills.
  • Excellent communication and interpersonal skills.
  • Analytical and problem-solving abilities.
  • Ability to adapt and thrive in a fast-paced environment.
  • Ability to work collaboratively with all stakeholders.
  • Proficiency in Microsoft Office Suite and presentation skills.

Benefits:

  • Ready to work in night shift (5 PM IST to 2 AM IST) with 2 days work from home and 3 days work from office with free transport facility.

Qualifications:

  • Bachelors degree or equivalent required.
  • This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Customer focus: Building strong customer relationships and delivering customer-centric solutions.
  • Drives results: Consistently achieving results, even under tough circumstances.
  • Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.

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