- Job Title:** Customer Service Manager
- Department:** Customer Service
- Location:** Ahmedabad
- Purpose of the Job:**
Manage the coordination department to achieve company goals, ensuring customer satisfaction and meeting team targets for both export and domestic sales.
- Key Tasks:**
- **Ensure customer satisfaction** by communicating order status and handling complaints.
- **Conduct customer satisfaction surveys** and market research.
- **Maintain sales database** for analysis.
- **Develop customer service procedures** and solve complex customer problems.
- **Coordinate with Sales & Marketing departments.**
- **Oversee final dispatch and IOC management.**
- Handle **CRM**, **exports**, **ISO compliance**, and **special assignments** including **assistance with tenders**.
- **Supervise daily operations** and maintain accurate records.
- Qualifications:**
- **Graduate in any discipline; MBA preferred.**
- **Over 5 years of experience** in a similar role.
- **Knowledge of SAP** and sales documentation.
- **Proficient in English, Hindi, and Gujarati.**
Abilities
- **Teamwork** and independent work.
- **Change promotion** and idea development.
- **Team management** and problem anticipation.
- **Effective task coordination** across departments.
- Skills:**
- Strong **communication**, **listening**, and **problem-solving** skills.
- **Customer service orientation** and adaptability.
- **Initiative** and ability to work in a fast-paced environment.
- Competencies:**
- **Conflict management** and team-building.
- **Effective task supervision** and **time management**.
- **Proactive information sharing** and goal development.
- **Responsibility** and focus on problem-solving.
- Functional Competencies:**
- **Sales & Marketing Coordination:**
- **Back office support** and order communication.
- **IOC Management:**
- **Order processing**, delivery confirmation, and transportation planning.
- **Reports:**
- **Monthly sales reports** and customer service documentation.
- **CRM:**
- **Customer relations**, order confirmation, and complaint monitoring.
- **Export:**
- **Telemarketing**, export status updates, and document handling.
- **ISO:**
- **Maintain ISO files** for audit purposes.
- **Special Assignments:**
- **Tasks assigned by the Managing Director**, including **assistance with tenders**.
Skills: tender,export,sap,customer service,management,iso,crm,communication,customer satisfaction,confirmation,sales,customer
