Deputy Manager - Customer Success

Job Description:

• Managing the Suppliers Pick Up Plan and ensure that Pick up SLA’s are met.
• Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.

• Managing product-related, fulfillment-related or process-related queries from the customer that occur on the platform.
• Coordinating with teams for End to End Order Status from Supplier Pickups with Delivery (Order Life Cycle).
• Maintaining and building on  relationship and advice, on ways to deliver value from the product.
• Producing regular status, and quarterly activity reports to  the company's leadership.
• Maximize appropriate use of technology to improve order efficiency and thus improving the customer experience.
• Managing support issues and escalations for Company's  customers
• Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture.
• Identify opportunities throughout the process to minimize operating costs.
• Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability.
• Develop and deliver the people agenda to promote best in class service.
• Work closely with relevant stakeholders to ensure End to End Order lifecycle is completed within the timeframe. It includes strategy, plans and discussions, for both current product/platform and new product developments.
• Coordinate with Suppliers and Customers on Order status and support required in case of issues and escalations
• Establish a comprehensive understanding of products in order to better service the customers on product features

Work Experience :

• Minimum 3 +years of experience in Customer Support or Order Management
• Knowledge in handling Customer Complaints, Investigation & Escalations, etc.
• Knowledge of customer success in quality results by studying, evaluating, and re-designing processes;
• Establishing and communicating service metrics; monitoring and analyzing results and implementing changes
• Strong communication skills including verbal, written, presentation and active listening and group facilitation
• Strong project management skills and CRM proficiency
• Attention to detail and analytical skills