
Customer Experience Manager
6 days ago
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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