with customers across the business. To assist in the development, performance and maintenance of
the customer service activities of the organisation with responsibility for the day-to-day activities of
CS team. Support digitisation project at GCD CS & be change & process driver.
Primary Responsibilities:
 Manage & lead team of 4-5 CS team members & guide them for day-to-day activities of
customer service.
 Collaborate with sales, operations & customer service team.
 Overview order management & execution – (Domestic / Export) in system.
 Monitor day-to-day activities required to be performed by the CS team for export &
domestic transactions & achieve monthly sales target set for business.
 Understanding of export documentation requirement & accordingly guiding team.
 Measure performance by delivering orders with 98% CDI by ensuring zero COPQ (cost of
poor quality).
 Lead set process automation & ERP system adherence – leading by example.
 Handling customer feedback received in a structured manner leading to improvement in
service & ultimately the NPS.
 Conducting regular training sessions for team members.
 Working & adhering to internal as well as external SLAs.
 Identifying to upsell & cross-sell additional products or services to customers based on their
needs & preferences maximizing sales & revenue.
 Handling internal & external complaints raised on services levels & appropriately addressing
& closing with CAPA.
Reporting Team
•       Reporting Designation: Customer Support Manager
•       Reporting Department: Global Customer Delight
Educational qualifications preferred & experience:
 Degree: Bachelor’s / Master’s degree in technical or commercial education.
 Work experience around – 8-10 years
 Experience in leading team
 Hands on experience in SAP – SD module
 Salesforce experience preferred Required Certification/s: Supply chain specific certification- if any.
BEI Key Performance Indicators (KPIs):
First response time – Adherence
Customer Delivery Index– 98% ( OTIF)
Order confirmation Index -100%
Zero COPQ
Tracking & measuring SLA Score Metrics.
Career Development Plan for junior team members Required Competencies:
Experience in handling & lead time.
Well versed with domestic as well as export transactions, expert in LC reading & understanding &
processing documents.
Process oriented mindset & ability to lead. Required Skills:
Strong team influencing skills & understanding business priorities.
Excellent communication skills
Customer support skills
Strong analytical skills
Conflict management
Ability to persuade team through effective communication & strong collaborations skills – to manage
internal and external stakeholders.
Exhibition of strong work ethic & responsiveness to facilitate excellent customer experience.
Any Specific Requirements:
Physical: PwD (person with disability) will also do/ will not do

experience

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