Job Title : Senior Manager – EXIM – Customer Service
Department : Customer Care
Reporting To : Area General Manager - South & East India
Location : Chennai
Short brief on role:
The customer service manager will be part of the regional customer service team & responsible to
provide leadership and direction to the export customer service team, covering export and import
functions; in line with group standards and requirements. The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.
Key Responsibilities:
- Continuous Improvement of customer experience indicators defined as per global and local
- Objectives within respective zone.
- Team management & administration, including setting (in liaison with national management)
- Of individual KPIs and KRAs for team leaders and monitoring of the same at a team level.
- Ensuring correct process mapping and handshakes in place for coordination between
- Internal stakeholders.
- Plan and implement required initiatives and engagement sessions to tap the voice of customer.
- Monitor performance of root cause analysis by team leaders for errors / quality defects and
- Initiate effective corrections and corrective actions.
- Implement global and identify/propose local upskilling initiatives and work on career advancement plan for team members.
- Guide the team through the change management process as and when required.
- Exigency management as required by the business continuity plan.
Key Performance Standards:
- Adherence of all KPIs and procedures related to export customer service department.
- Ensure team compliance to process flows, SOPs and standing instructions defined for the
- Export customer service activity
- Achievement of organisational targets viz; net promoter score, customer satisfaction index,
- Customer effort score & any other targets defined by organisation.
- Ensure clear and effective communication with various stakeholders, both Internal and External.
- Participation in the continuous improvement of customer service quality and customer experience.
Requirements and Specific Skills:
- Graduate / Post-Graduate degree holder.
- Minimum 12 years’ experience in shipping / logistics domains (front office / customer care
Experience preferred)
- Demonstrated communication and inter-personal skills.
- Receptive to change management and adaptability to diverse cultural and business scenarios.
- Ability to mentor and provide leadership to team.
- Strong understanding of systems. Experience in case management systems is preferable &
Demonstrated abilities in advanced usage of MS Office tools is a must.