Dgm Cs

**ROLES & RESPONSILBILTIES**

**Purpose**
- Lead, manage and grow “regional customer service” team with a goal of delivering “best in class” customer experience to our Cargoes Logistics customers on all product & service offerings.
- Develop a “proactive customer service organization” with strong focus on “customer delight”, through leadership guidance, coaching and mentoring.
- Lead performance & customer experience improvement engagements and strategic customer interfaces with top revenue customers.
- Bring in industry best practices and strive for continuous improvement on service delivery standards.

**Key responsibilities**
- **KPI & SLA Management**:Meeting and exceeding agreed KPIs & SLA with customers and other stakeholders.
- **Process & Performance Management**: Identify issues/patterns in the process and implement corrective actions.
- **Resource Management**:Plan, allocate and control processes and resources to ensure quality deliverables within prescribed timelines and functional budgets. Identify and implement automation ideas for qualitative and quantitative benefits.
- **Reporting**:Publish operational and quality metrics to the management on a weekly basis along with RCA. Automate and use BI tools for the same.
- **Resource Development**:Conduct and assist with functional trainings as and when required. Regular coaching and grooming of the team on softer aspects.
- **Collaboration**:collaborate with stakeholders (internal & external) to understand customer expectations and translate that knowledge into process improvements / changes to improve effectiveness & customer experience.
- **Compliance**:Ensure adherence and compliance to ISO Objectives and other standards across the organization.
- **Customer Engagement & Retention**:Conduct regular customer connect to understand their concerns / challenges and take appropriate corrective measures for addressing them and ensuring retention.
- **Transition and Project Management**:End to end ownership of driving projects and transitions as and when required.
- **New age technology**:Identify and implement new age technology for efficiency enhancement.
- **Initiatives**:Identify and Lead initiatives for improving service delivery; both short-term/tactical and long term/strategic, differentiating our service from the competitors.

**Desired Profile**
- Experience (min 10 - 12 yrs.) in managing service delivery team in an international supply chain management, freight forwarding, logistics.
- Excellent understanding of principles of supply chain management.
- Strong customer service mindset with ability to connect with customers and go an extra mile in resolving their issues / concerns.
- Excellent communication and presentation skills.
- Project management experience and process mindset.
- Strong business acumen and industry knowledge (EXIM).
- Leadership and coaching skills.
- Strong Analytical & Problem-Solving skills & technology orientation.
- Result and solution-oriented mindset.