Role: Customer Experience Supervisor/ Team Handling
Location: Pune, Hinjewadi
As a Customer Experience Supervisor, youll be at the forefront of our innovation,
contributing to projects such as customer-centric innovation, digital transformation,
supply chain optimization, sustainability initiatives, global expansion, and customer
experience improvement programs. In this role, you will:
- Assist in the implementation of customer experience initiatives
- Support digital transformation and supply chain optimization efforts
- Contribute to sustainability and global expansion projects
- Lead a team of Customer Experience Representatives to provide general customer service and support
- Help ensure that client continues to provide exceptional value to our customers
This role is ideal for individuals who are eager to learn, grow their career, and make a
meaningful impact. You will collaborate with a diverse group of passionate individuals to
deliver sustainable solutions to advance mobility, improve wellbeing, and enhance
modern life. Your work will directly impact the achievement of the Global Supply Chain
strategic road map, positioning client as a world-class entity and a competitive
advantage for client .
What Were Looking For:
- Team Leadership:
- Lead and guide a team of customer experience representatives
- Conduct regular coaching anddaily operation reviews
- Foster a positive and collaborative team environment
- Customer Relationship Management:
- Handle complex customer issues and ensure prompt resolution
- Build and maintain strong relationships with key customers
- Collaborate with cross-functional teams to meet customer needs
- Develop strategies to enhance customer loyalty and retention.
- Process Improvement:
- Identify process improvements for increased productivity and effectiveness and work with internal stakeholders to implement as best practices
- Monitor customer service key performance indicators (KPIs) and analyze data to identify trends and areas for improvement
- Recommend and implement solutions to enhance the customer experience
- Training and Development:
- Provide training and mentorship to customer experience representatives to enhance their skills and knowledge
- Develop and deliver training programs to ensure consistent and high-quality customer service
- Stay updated on industry trends and best practices
Education, Skills, Competencies :
- Bachelors degree in a relevant field such as Business Administration, Supply
Chain Management, or related discipline, OR equivalent relevant experience in
customer service or sales support
- Exceptional communication and interpersonal skills
- Proven leadership and team management experience
- Strong understanding of customer service principles
- Ability to solve problems and make quick, informed decisions
- Ability to build and maintain relationships with customers and internal stakeholders
- Proficiency in conflict resolution and negotiation
- Detail-oriented with excellent organizational and time management skills
- Proficiency in MS Office and PowerBI and familiarity with customer relationship management (CRM) systems
- Experience in SAP, S4 Hana, Business Objects
- Language proficiency in local language and English, both written and verbal
Considered a Plus:
- Experience in the manufacturing or chemical industry
- APICS Certification
Work Environment:
- Office based
- Standard office hours, occasional overtime may be required
Travel:
Minimal travel may be required for training, meetings, or customer visits. Any travel
requirements will be communicated in advance and will adhere to company travel
policies.