Customer Service Manager

1 month ago

mumbai, India RSA Global Full time

Customer Service Manager Responsibilities

1. Client Relationship Management :

Serve as the primary point of contact for key clients, managing all aspects of the client relationship.

Understand the unique logistics and warehousing requirements of key accounts and tailor services to meet their needs.

Develop and implement account strategies to drive client satisfaction and long-term retention.

Performance Monitoring :

Track performance metrics related to key accounts, including service levels, cost efficiency, and delivery accuracy.

Work with internal teams (warehousing, transportation, supply chain) to ensure timely and accurate fulfilment of client orders.

Conduct regular review meetings with clients to discuss performance, identify issues, and explore opportunities for improvement.

Business Development :

Identify opportunities to upsell or cross-sell additional logistics services to key accounts.

Collaborate with the sales team to develop proposals and negotiate contracts for long-term client partnerships.

2. Customer Service Management

Operational Excellence :

Oversee day-to-day customer service operations, ensuring all inquiries, complaints, and requests are handled promptly and professionally.

Monitor and optimize customer service processes to improve response times, reduce errors, and enhance customer satisfaction.

Team Leadership :

Lead and mentor the customer service team to deliver exceptional support to all clients, particularly key accounts.

Provide training and guidance on handling complex client queries and resolving logistical issues.

Issue Resolution :

Investigate and resolve service-related issues such as shipment delays, inventory discrepancies, and delivery errors.

Coordinate with the operations, warehousing, and transport teams to ensure quick and effective problem resolution.

Customer Feedback :

Gather feedback from key clients and customers, analyze trends, and work on continuous improvement initiatives in service delivery.

Implement customer service metrics (e.g., response time, resolution time, satisfaction scores) to monitor performance.

3. Cross-functional Collaboration

Internal Coordination :

Work closely with warehousing, logistics, and supply chain teams to ensure client requirements are met efficiently.

Participate in logistics planning meetings to align operations with client expectations.

Reporting :

Prepare and present regular reports on key account performance, customer service metrics, and overall client satisfaction to senior management.

Ensure all service-level agreements (SLAs) are met and proactively address potential risks to performance.

Key Skills and Competencies:

1. Account Management Expertise:

Proven experience managing key accounts in logistics, warehousing, or supply chain.

Strong negotiation skills and ability to build long-term client relationships.

2. Customer Service Leadership:

Extensive experience in leading customer service teams in a high-volume, fast-paced logistics environment.

Excellent problem-solving skills, especially in handling client escalations or operational issues.

3. Industry Knowledge:

In-depth understanding of logistics and warehousing processes, including shipping, inventory management, and supply chain optimization.

Knowledge of warehouse management systems (WMS) and transport management systems (TMS) is a plus.

4. Communication & Interpersonal Skills:

Strong written and verbal communication skills for effective collaboration with clients and internal teams.

Ability to handle complex and sensitive client issues diplomatically.

5. Analytical Skills:

Ability to analyze key account performance data and customer service metrics to identify areas for improvement.

Experience in budgeting, forecasting, and cost management related to client accounts and customer service operations.

6. Leadership & Team Management:

Demonstrated ability to lead and motivate teams to achieve high levels of customer satisfaction.

Experience in coaching, mentoring, and performance management of customer service staff.

Qualifications:

Bachelor’s degree in business administration, Logistics, Supply Chain Management, or related field.

10+ years of experience in key account management and/or customer service, preferably within logistics or warehousing industries.

Proficiency in customer relationship management (CRM) software and warehouse management systems (WMS).

Strong project management skills and ability to manage multiple priorities.

Key Performance Indicators (KPIs):

Client retention rate for key accounts

Client satisfaction scores

SLA adherence and on-time delivery rates

Customer service response and resolution times

Revenue growth from key accounts

  • Customer Service Representative

    3 months ago

    Vashi, Navi Mumbai, Maharashtra, India Insight Customer Call Solutions Full time

    **Responsibilities**: - Respond to customer inquiries, concerns, and feedback - Resolve product/service issues efficiently and professionally - Provide product information, pricing, and availability - Process orders, returns, and exchanges - Escalate complex issues to senior teams - Maintain accurate customer records and feedback - Meet or exceed customer...

  • Customer Service

    6 months ago

    Mumbai, India Tech Mahindra business service Full time

    **Customer Support Executive Responsibilities**: - Managing a team of representatives offering customer support. - Overseeing the customer service process. - Resolving customer complaints brought to your attention. - Creating policies and procedures. - Planning the training and standardization of service delivery. - Selecting and hiring new staff. -...

  • Customer Service

    6 months ago

    Mumbai, India Tech Mahindra business service Full time

    **Customer Support Executive Responsibilities**: - Managing a team of representatives offering customer support. - Overseeing the customer service process. - Resolving customer complaints brought to your attention. - Creating policies and procedures. - Planning the training and standardization of service delivery. - Selecting and hiring new staff. -...

  • Customer Service Representative

    1 month ago

    Vashi, Navi Mumbai, Maharashtra, India Altius Customer Services Pvt Ltd Full time

    Resolves product or service problems by investigating the customer's complaint, determining the cause of the problem, selecting and explaining the best solution for the problem, expediting correction or adjustment, and following up to ensure resolution and customer satisfaction. **Job Types**: Full-time, Permanent Pay: ₹15,000.00 - ₹18,000.00 per...

  • Customer Service Executive

    6 months ago

    Mumbai, India Talent Corner HR Service Ltd Full time

    We have an opening for the post of Customer Service Executive in E-commerce company located at Andheri East. Details mentioned below: **Designation** **:Customer Service Executive** **Qualification** : Any Graduate **Experience** : 1 to 2 years of experience **Industry preferred**: E-commerce **Job location**: Andheri East (close by to Western Express...

  • Customer Assistant

    3 months ago

    Mumbai, Maharashtra, India Insight Customer Call Solutions Full time

    We are seeking a friendly and motivated **Customer Assistant** to join our team at [Company Name]. In this role, you will be the first point of contact for our customers, providing exceptional service and support to enhance their experience with our brand. **Key Responsibilities**: - Greet and assist customers in a courteous and professional manner. -...

  • Bpo Customer Service

    2 weeks ago

    Sanpada, Navi Mumbai, Maharashtra, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring For International BPO Customer Service **Must have experience in customer service** Minimum 1 Years of experience **Freshers** with excellent English Can apply **Must Have Excellent English** Must have good Customer service skill and Convincing skill Night shift Rotational Shift / US Shift Call on : 8657177805 Pay: ₹20,000.00 -...

  • Bpo Customer Service

    1 month ago

    CBD Belapur, Navi Mumbai, Maharashtra, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring For International BPO Customer Service **Must have experience in customer service** Minimum 1 Years of experience **Freshers** with excellent English Can apply **Must Have Excellent English** Must have good Customer service skill and Convincing skill Night shift Rotational Shift / US Shift Call on : 8657177805 Pay: ₹20,000.00 -...

  • Bpo Customer Service

    3 weeks ago

    CBD Belapur, Navi Mumbai, Maharashtra, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring For International BPO Customer Service Minimum 1 Years of experience **Freshers** with excellent English Can apply **Must Have Excellent English** Must have good Customer service skill and Convincing skill Night shift Rotational Shift / US Shift Call on : 8369658421 Pay: ₹20,000.00 - ₹25,000.00 per month **Benefits**: - Health...

  • BridgeLoyalty Customer Experience Management LLP | Customer Success Executive | mumbai

    2 weeks ago

    mumbai, India BridgeLoyalty Customer Experience Management LLP Full time

    Responsibilities As a Customer Success Executive , you will be responsible for conducting Net Promoter Score (NPS) surveys and engaging directly with customers to gather actionable feedback. You will probe deeply into the reasons behind customer satisfaction and dissatisfaction, identifying key drivers for detractors. This role is pivotal in enhancing...

  • Product Manager

    3 days ago

    Mumbai, Maharashtra, India Abakkus Asset Manager Private Limited Full time

    Abakkus Asset Manager Private Limited is a leading asset management company managing a significant portfolio of public markets and private equity strategies.We are looking for a Product Associate to support the development of our product strategies and roadmaps for Portfolio Management Services (PMS), Alternative Investment Funds (AIF), and Registered...

  • Customer Service Representative

    6 months ago

    Navi Mumbai, India SUTHERLAND GLOBAL SERVICE PRIVATE LIMITED Full time

    Urgent hiring for Customer Service Associate Excellent communication Skills US Process Customer Service HSC & Graduate will do. Rotational Shifts & 2 Week offs Traveling allowance will be provided Work From Office Only Monthly Incentives **Salary**: ₹18,000.00 - ₹23,000.00 per month **Benefits**: - Health insurance - Provident...

  • Customer Service Executive

    6 months ago

    Ghansoli, Navi Mumbai, Maharashtra, India Aimplus Staffing Service Pvt Ltd Full time

    As an Inbound Customer Service Representative specializing in query resolution, you will play a crucial role in ensuring a positive customer experience by addressing incoming queries, concerns, and issues. Your primary responsibility will be to provide accurate and timely resolutions through effective communication and problem solving skills. Key...

  • BridgeLoyalty Customer Experience Management LLP | Customer Success Executive | mumbai

    2 weeks ago

    mumbai, India BridgeLoyalty Customer Experience Management LLP Full time

    ResponsibilitiesAs a Customer Success Executive, you will be responsible for conducting Net Promoter Score (NPS) surveys and engaging directly with customers to gather actionable feedback. You will probe deeply into the reasons behind customer satisfaction and dissatisfaction, identifying key drivers for detractors. This role is pivotal in enhancing customer...

  • Bpo Customer Service Navi Mumbai

    6 months ago

    Navi Mumbai, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring For BPO Customer service Must have experience in BPO for Customer service executive Minimum 6 Months of experience Required Must Have A Good Communication Skill in English Must have good Customer service skill and Convincing skill Ensuring Business Needs For Hiring Are Met **Salary**: ₹25,000.00 - ₹35,000.00 per...

  • Customer Service Manager

    1 month ago

    Mumbai, India RSA Global Full time

    Customer Service Manager Responsibilities1. Client Relationship Management :Serve as the primary point of contact for key clients, managing all aspects of the client relationship.Understand the unique logistics and warehousing requirements of key accounts and tailor services to meet their needs.Develop and implement account strategies to drive client...

  • Bpo Customer Service Navi Mumbai

    6 months ago

    Navi Mumbai, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring For BPO Customer service Must have experience in BPO for Customer service executive Minimum 1 Years of experience Required in escalation/complaint handling **Freshers with good comms required **Must Have A Good Communication Skill in English Must have good Customer service skill and Convincing skill Ensuring Business Needs For Hiring Are...

  • Customer Service Representative

    6 months ago

    Navi Mumbai, India SUTHERLAND GLOBAL SERVICE PRIVATE LIMITED Full time

    Urgent hiring for Customer Service Associate Excellent communication Skills HSC & Graduate will do. Rotational Shifts & 2 Week offs Traveling allowance will be provided **Salary**: ₹18,000.00 - ₹23,000.00 per month **Benefits**: - Health insurance - Provident Fund Schedule: - Night shift - Rotational shift - US shift Supplemental pay types: -...

  • Customer Service Executive

    1 month ago

    Mira Road, Mumbai, Maharashtra, India Apogee Service Pvt. Ltd Full time

    **Designation - Senior Customer Service Associate (Voice).** **Process - Customer Service (Voice)** **Qualification - HSC** **Shifts - Rotational shifts (24/7)** **Week off-2 Rotational off** **Salary -2.4 to 4.2 Lpa** **Joining - Immediate** **Perks - Cabs facilities till hiring boundary** **Western Rail Network - Mira Road to...

  • Customer Service Manager

    1 month ago

    Mumbai, India RSA Global Full time

    Customer Service Manager Responsibilities 1. Client Relationship Management: Serve as the primary point of contact for key clients, managing all aspects of the client relationship. Understand the unique logistics and warehousing requirements of key accounts and tailor services to meet their needs. Develop and implement account strategies to drive client...