Manager Customer Care-India

Your challenges

• Transforming the Global Supply Chain Vision, Guiding Principles and Strategic Objectives into efficient and effective business processes to meet customer service levels and company objectives.
• Oversee the entire order cycle, from order receipt through to shipment and delivery. Ensure all orders are processed efficiently and meet customer service levels and company objectives.
• Prioritize orders based on urgency, customer requirements, and service level agreements (SLAs), coordinating with Sales, Warehouse, and Logistics teams to ensure timely fulfillment.
• Collaborate with Regional Distribution teams to ensure optimal stock levels, availability, and effective allocation for order fulfillment, minimizing stockouts and backorders. Work closely with warehouse team lead to manage inventory and provide information proactively to management regarding slow moving stock.
• Collaborate with Distribution and Transportation team to continuously monitor and optimize shipping methods, routes, and carriers to ensure cost-effective delivery while meeting or exceeding delivery targets.
• Oversee processes related to returns, exchanges, and claims, ensuring smooth handling of damaged goods and addressing customer concerns efficiently.
• Serve as the main point of contact for customer inquiries related to orders, shipping information, and fulfillment issues. Provide proactive updates to customers regarding order status, delays, or changes.
• Effectively address and resolve any order-related issues or complaints, ensuring customer satisfaction and maintaining strong customer relationships following the case management process in order to enable customer centric development of the customer care organsiation.
• Work to enhance the customer experience by ensuring all touchpoints, from order placement to delivery, are seamless, transparent, and aligned with customer expectations.
• Monitor key performance indicators (KPIs) to track the performance of order management and fulfillment processes. Metrics include OTIF (On -time in full) via the GSC established Dashboard, order accuracy (monitored via non-productive orders), shipping costs, customer satisfaction, and return rates (Evaluated via the case management process).
• Prepare and present reports on key metrics, fulfillment performance, cost savings, and operational challenges. Provide actionable insights to senior management for further optimization.
• Strive for operational Excellence by leading initiatives to identify process inefficiencies and drive improvements in order management workflows, inventory allocation, and fulfillment processes.
• Identify cost-saving opportunities in the fulfillment and shipping processes without compromising on service quality. Monitor cost-per-order metrics and work to reduce fulfillment costs while maintaining performance.
• Lead, motivate, and develop high-performance teams. Foster a productive and engaged workforce by providing guidance, support, and career development opportunities.
• Understand the strengths and areas for improvement of the current team and identify any training or resources they may need.
• Set clear expectations and goals for team members, conduct performance reviews, provide constructive feedback, and identify areas for development. Create individualized plans to support employee growth and retention.
• Adhere to quality system procedures in accordance with the local regulations or requirements

Your expertise

• 5-7 years professional experience in the field of sales support, order management, logistics, supply chain or equivalent combination of education and work experience
• 3 - 5 years people management experience
• Bachelor's degree in business administration, Economics, Science.
• Good knowledge of SAP & Understanding of GST & Customs would be desirable.
• Life science industry experience is considered an advantage
• Experience with order processing, CRM, and quotation solutions.
• Professional experience in MS office tools is desired (e.g. Excel, Word and PowerPoint).
• Experience in project management is considered an advantage.

Your benefits at Eppendorf

• We truly appreciate our employees and their performance.
• We offer a wide range of learning and development opportunities to allow you to deepen your technical knowledge and for continuous growth.
• By working with us, you will make a meaningful contribution to improving human living conditions.
• Attractive salary, employee benefits and performance bonus.
• Eppendorf is an equal opportunity employer. We offer all qualified employees and applicants identical chances.