Customer Services Manager

Qualifications

• Bachelor’s degree in business, Management, Marketing, or related field; Customer Service or process improvement training is an advantage.
• 8+ years of progressive Customer Service, Order Management, or Order-to-Cash experience, preferably in FMCG, with atleast 3 years in a people-management role.
• Strong expertise in customer relationship management, order management, complaint and escalation handling, service-level and KPI management, process improvement, and cross-functional collaboration.
• Proficient in ERP/customer service systems, preferably SAP, with strong analytical, reporting, communication, negotiation, and problem-solving skills.

Responsibilities

• Customer Focus, Drives Results, Builds Effective Teams, Decision Quality, Collaboration, Customer Service Management, Order-to-Cash, Complaint & Escalation Management, KPI Management, and Continuous Improvement.
• Lead the Customer Service operating model, ensuring timely, accurate, and compliant order management and issue resolution.
• Build strong relationships with key customers, distributors, Sales, and internal stakeholders.
• Resolve customer concerns and escalations while ensuring effective communication and follow-through.

Job Requirements