Customer Management Officer

Customer Management Officer

Company: Smit & Zoon India Private Limited

Location: Chennai, India

Industry: Manufacturing and Trading (Sustainable Leather Chemicals)

Experience Required: 3 to 5 years

Vacancies: 01

Company OverviewRoyal Smit & Zoon is a world-leading manufacturer of chemicals for leather manufacturing. With over 205 years of heritage and innovation, we provide sustainable, high-quality beamhouse, tanning, wet end, and finishing solutions across global markets including automotive, high-end fashion, and furniture. We are committed to driving a sustainable leather value chain, ensuring that every drop makes a difference.Role OverviewThe Customer Management Officer will lead, coordinate, and execute highly efficient customer service and commercial back-office support functions. This role is focused heavily on managing client relationships within a primary target country, overseeing end-to-end order fulfillment, and continuously optimizing service delivery and business workflows.

Key Responsibilities

• Commercial Support & Operations

• Manage administrative workflows for effective pricing calculations and contract processes.

• Provide robust back-office support to the Sales team, including preparing for client visits, compiling promotional materials, and assisting with meetings.

• Perform analytical assessments on order calculations and contract pipelines; proactively alert the Sales Manager regarding potential gaps in meeting forecasts.

• Customer Relationship & Service Excellence

• Drive customer service excellence by maintaining and developing long-term relationships with international clients.

• Act as the primary conduit between customer requirements and internal operations, keeping all relevant internal stakeholders fully aligned.

• Manage customer complaints, damages, and general troubleshooting from receipt through to final communication and resolution.

• Team Leadership & Order Fulfillment

• Own the core order fulfillment processes to ensure timely and seamless product delivery.

• Plan, distribute, and guide daily operational tasks for the team, continuously monitoring performance benchmarks.

• Ensure optimal, motivated staffing levels that meet both quantitative and qualitative organizational goals.

• Continuous Improvement & Project Management

• Lead and execute assigned internal projects by mapping out clear project timelines, managing execution progress, and pivoting strategies when necessary.

• Formulate workflow improvement proposals to actively optimize customer service, trading, and logistical processes.

• Stay current on global customer service trends and share insights internally to enhance company capabilities.

Technical Skills & Desired ProfileEducation & Experience

• Education: Possession of any valid Bachelor's or Master's degree.
• Experience: 3 to 5 years of verified professional experience in a customer relationship management role, ideally within a manufacturing, trading, or global B2B corporate environment.

Core Skill Set

• Linguistic Capability: Proficiency and ability to communicate fluently in the Turkish language is a key differentiator for managing localized market zones.
• Technical Skills: Sound foundational computer knowledge with high proficiency in the Microsoft Office Suite (Excel, Word, PowerPoint).
• Domain Competencies: Advanced competencies in Customer Relations Management (CRM), cross-functional project management, data-driven process analysis, and international order management systems.