Customer Service
1 day ago
Role and Responsibility:
- Drive effective customer service and delivery by liaising between Customer, Sales and Delivery organizations
- Work with Focus Account and Standard account Sales Managers to ensure execution of Account Plans
- Ensure all contracted requirements as per the SLAs are being executed smoothly by the operations team
- Collaborate with Account Managers for Business Reviews with customers for business continuity
- Ensure customer requests and additional logistics requirements are fulfilled consistently and timely
- Generate mining leads (opportunities) for the Focus Account and Standard Account sales managers
- Manage customer escalations and drive recovery plans for immediate resolutions
- Work with respective Account Managers to shorten Days Sales Outstanding
- Develop pro-active business retention and growth plans that enhance margins
- Track and monitor cost savings in collaboration with Operations teams
- Accountable for tracking and managing account profitability
- Identify root causes to take direct actions and/or liaise & track other functions to ensure adherence to delivery SLA’s
- Will own the control tower operations & analyze reports received from control tower for improved delivery
Typical Profile:
- 5+ years of experience in working in logistics operations
- Knowledge of principles of supply chain management
- Experience in customer support / service delivery teams in logistics services
- Well developed people management skills; ability to lead and inspire teams to accomplish objectives
- Strong analytical and problem-solving skills; both short-term/tactical and long-term/strategic
Key Competencies:
- Customer Service Management
- Cross functional team management
- Problem solvingy
- KRA:
- Delivery governance of focus accounts- Enhance customer satisfaction- Minimize customer escalations- Manage Control Tower Operations- KPIs- Number of escalations resolved- Issue resolution TaT- Leads generated through existing accounts- Account CSAT
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