Assistant Manager - Customer Services

Responsibilities

Strategic Roles & Responsibilities :-

Key Account Handling: Managing high revenue generating customers and route. Keeping track, escalating, and resolving customer complaints.
To process customer requests/bookings in a systematic & timely manner.
Ensure coordination with various teams to get the desired output for customer.
Maintaining customer specific data for performance review.
Responsible for identifying process gaps to reduce waste and increase customer delight.
Maintaining customer specific data for performance review.

Operational Responsibilities :-

Prepare & share Daily Status Reports to Customers for their movements.
Responsible for tracking customer booking Vs. execution.
Also track and close customer complaints and customer satisfaction data.
Maintain and report on customer specific data.

People Management :-

Internal : Coordination with other team members: terminal, trucking and rail operations, sales, techno commercial, invoicing and finance.

External : Maintain smooth flow of communication with customers’ team members.

Qualifications