Customer Experience Manager

6 days ago


Karachi, Sindh, Pakistan beBee Careers Full time
Job Description

We are seeking a detail-oriented and proactive Assistant Customer Services Manager to join our team. The successful candidate will be responsible for managing the complete order-to-delivery process for Modern Trade and E-commerce customers.

Main Responsibilities:
  • Manage orders from receipt to delivery, ensuring timely and accurate fulfillment of customer needs.

  • Ensure Service Levels to Customers as per target by tracking service losses and returns and coordinating resolution with relevant stakeholders.

  • Monitor stock levels and proactively communicate with stakeholders to prevent bottlenecks and resolve issues efficiently.

  • Drive initiatives that position us as the supplier of choice for Modern Trade and E-commerce partners by enhancing service delivery and improving customer experience.

  • Own dashboard maintenance and governance to provide visibility of service KPIs and performance tracking, enabling data-driven decision-making.

  • Collaborate with Logistics, CD, Planning, and CSM teams to ensure seamless coordination and communication, resulting in efficient stock availability and best customer service.

  • Support the implementation of digital tools and automation to enhance service delivery and improve operational efficiency.

  • Maintain, update, and cleanse customer master data to ensure accuracy in systems, preventing errors and discrepancies.

  • Circulate and govern the Active SKU list to ensure alignment with customer visibility and expectations.

  • Track promotions and pricing implementation to ensure compliance and resolve any discrepancies or issues.

  • Support SOP correction and management to enhance process adherence and improve overall efficiency.

  • Conduct regular customer visits and issue resolution to strengthen partnerships and improve customer satisfaction.



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