Customer Service Manager

13 hours ago

Mumbai, Maharashtra, India Callistus Window blinds Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Job Description: Customer Service Manager

About the Company

Marvel Décor Ltd., a leading Indian MNC with over 25 years of excellence, is a listed company and one of the top three premium window blinds manufacturers in India. Our brand, Callistus, embodies elegance and excellence, transforming spaces globally across India, the UAE, and the UK. With 500+ channel partners worldwide, our commitment to innovation, craftsmanship, and customer satisfaction cements our position as an industry leader.

Website:

International:

Role Overview

We are seeking a seasoned and customer-obsessed Customer Service Manager to lead our service operations and deliver a seamless experience to a wide spectrum of clients—Channel Partners, Architects & Interior Designers (AIDs), System Integrators, Project Clients, Retailers, and End Users.

This role demands excellent operational control, strong cross-functional coordination, and the ability to drive a consistent, high-quality service journey across all customer categories.

Key Responsibilities

  • Lead and mentor the Customer Service team to maintain high service quality and prompt client support.
  • Serve as the central escalation point for all client segments, ensuring timely, accurate, and professional resolution of queries related to orders, dispatches, product understanding, installation, and after-sales issues.
  • Manage and streamline end-to-end service operations, aligning with Production, Logistics, and Sales to ensure flawless execution and communication.
  • Drive after-sales service excellence, including warranty handling, defect analysis, service visits, and efficient ticket closures.
  • Ensure smooth order processing, proactive dispatch communication, and transparency for all stakeholders.
  • Create and implement robust SOPs, SLAs, and service workflows to elevate efficiency and reduce turnaround time.
  • Track service KPIs, analyse recurring issues, and strengthen service processes through continuous improvement initiatives.
  • Train and support all client groups (Channel Partners, AIDs, installers, integrators) with product knowledge, installation guidelines, and support procedures.
  • Maintain comprehensive CRM data, dashboards, and periodic service performance reports.
  • Foster a solution-oriented, accountable, and empathetic service culture within the department.

Required Skills & Competencies

  • Strong leadership and team management experience.
  • Technically strong to deliver quick solutions.
  • Excellent communication, interpersonal, and conflict-management skills.
  • Proven ability to handle diverse customer groups across B2B, B2C, and project ecosystems.
  • High operational discipline with expertise in coordinating multi-department processes.
  • Proficiency in CRM tools, ticketing systems, and MS Office.
  • Analytical mindset with strong decision-making and problem-solving skills.

Qualifications & Experience

  • Graduate/Postgraduate in Business, Operations, or related fields.
  • 5–8 years of customer service experience, including 2–3 years at a managerial level.
  • Experience in manufacturing, building materials, interior solutions, automation, or home décor preferred.
  • Knowledge of window blinds or related categories is an advantage.

Job Type: Full-time

Pay: ₹50, ₹75,000.00 per month

Application Question(s):

  • Do you have 5+ years of experience working as Customer Service Manager with building material/Interior Solutions company?
  • What is the team size handled by you?
  • How many years of experience you have in handling after sales service?
  • What is your current CTC/expected CTC/ Notice period?

Work Location: In person

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