Customer Service Manager - South Region

You will lead the customer service function for the South Region to ensure seamless service delivery and stakeholder satisfaction.

Responsibilities

• Manage the customer service organization in the South, including setting goals, KPIs, and overseeing team supervision and review.
• Collaborate with Planning, Logistics, Procurement, and Sales to meet defined SLAs and charters.
• Direct the hiring, training, and development of customer service representatives.
• Improve system capabilities by working with IT and enhancing existing service processes.
• Conduct customer experience reviews and resolve escalated queries from customers and stakeholders.
• Monitor stocks and inventory to ensure delivery continuity within the region.

Required Skills

• 7 to 10 years of relevant experience in customer service, ideally within the Building Materials Industry.
• B.E. or B.Tech degree; MBA in Operations is an added advantage.
• Functional knowledge of Sales, Manufacturing, Logistics, Planning, and Finance.
• Proficiency with SAP.
• Experience managing budgets and forecasts.
• Strong stakeholder management and influencing skills.
• Ability to manage cross-functional interface links between departments.