Deputy Manager - Customer Success
Job Description:
- Managing the Suppliers Pick Up Plan and ensure that Pick up SLA’s are met.
- Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.
- Managing product-related, fulfillment-related or process-related queries from the customer that occur on the platform.
- Coordinating with teams for End to End Order Status from Supplier Pickups with Delivery (Order Life Cycle).
- Maintaining and building on relationship and advice, on ways to deliver value from the product.
- Producing regular status, and quarterly activity reports to the company's leadership.
- Maximize appropriate use of technology to improve order efficiency and thus improving the customer experience.
- Managing support issues and escalations for Company's customers
- Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture.
- Identify opportunities throughout the process to minimize operating costs.
- Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability.
- Develop and deliver the people agenda to promote best in class service.
- Work closely with relevant stakeholders to ensure End to End Order lifecycle is completed within the timeframe. It includes strategy, plans and discussions, for both current product/platform and new product developments.
- Coordinate with Suppliers and Customers on Order status and support required in case of issues and escalations
- Establish a comprehensive understanding of products in order to better service the customers on product features
Work Experience :
- Minimum 3 +years of experience in Customer Support or Order Management
- Knowledge in handling Customer Complaints, Investigation & Escalations, etc.
- Knowledge of customer success in quality results by studying, evaluating, and re-designing processes;
- Establishing and communicating service metrics; monitoring and analyzing results and implementing changes
- Strong communication skills including verbal, written, presentation and active listening and group facilitation
- Strong project management skills and CRM proficiency
- Attention to detail and analytical skills
Key Skills :
Company Profile
India’s fastest growing B 2 B e-commerce start up funded by Ratan Tata .
Present in 20 locations across India with employee strength of 1000 employees , the company is growing at 300 % year on year by continuously innovating to impact
India’s 300 billion Manufacturing Sector . It's led by a passionate team comprising of alumni of ISB, IIMs, IITs, MDI,
XLRI, BITS with professional experience at Google, Tata Steel, Amazon, Paytm, Delhivery, Snapdeal etc
Started in the year 2015 with our E Commerce platform for industrial products with now 300 K+
SKU s across 40 product categories covering 20,000 pin codes across India to expand to the Enterprise Business
vertical in 2016 catering to 400 large manufacturing companies 500000 SMEs .
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