Manager Digital

2 weeks ago

Karachi, Sindh, Pakistan J & P Coats Pakistan Full time
Job Description:

Responsibilities:

Service & Operational Management

  • Prompt & effective communication and coordination with the customers to ensure superior customer service experience.
  • Deliver Customer Services related KPIs.
  • Work closely with the Sales team to deliver customers' orders on time and as per the defined priorities.
  • Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers.
  • Taking customers' queries on Company products, services, tools and serving them appropriately.

Complaint Handling

  • Deal with the complaints quickly and solve within the defined timelines to achieve Customers' satisfaction.
  • Investigate customers' complaints/concern, find out the root causes and apply permanent solutions.
  • Close coordination with QA and Operation teams to address customer complaints promptly.
  • Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk.

Digital Services

  • Assist the 'Manager' in development of key Digital Services and e-Com activities (e-comm adoption, customer trainings, demos, problem solving etc) including training and support to the internal customers.
  • Assist the 'Manager' in providing support to the sales team on SAP & BI related issues/data/reports etc.
  • Assist the 'Manager' in conducting the customer surveys on Customer Services & Digital tools adoption etc and prepare feedback / reports for the management.
  • Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines.

Reports/Administration

  • Daily, weekly and monthly reporting relating to sales, Customer Services and Digital.
  • Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team.
  • Assist the Sales team with Monthly, annual sales forecasting and demand planning.
  • E-commerce order entry and material/shade mastering.
  • NPI launches.
  • Coordination with the import team to ensure Finished Goods' import orders are processed & delivered on time.
  • Assist the Manager in projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc.
  • Preparation of Credit Notes as advised.
  • Supporting the function/division in matters relating to 'Purchase Requisition' like raising the PR etc.
Job Specification:
  • Should have relevant experience (in Textile Industry).
  • Should have good communication skills (both written and verbal).
  • Experience in leading a team.
  • Should be from a manufacturing industry and not from trading and only IT/ Software business.
  • B2B industry experience is preferred.
  • Should have experience of working in cross functional environment and customer order management.
  • Reporting and analytical skills is a must.
Job Rewards and Benefits:
  • Communication
  • Gratuity
  • Health Insurance
  • Incentive Bonus
  • Leaves
  • Life Insurance
  • Medical
  • Provident Fund
  • Sports and Entertainment
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