
Leader of Customer Experience
10 hours ago
This role involves leading the delivery of exceptional customer service and driving the adoption of digital tools to enhance the customer experience across our B2B manufacturing operations.
- Key Responsibilities:
- Ensure that company guidelines are followed in customer service management.
- Prompt and effective communication with 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 defined priorities.
- Closely coordinate with planning, supply chain, production, and distribution teams to ensure timely delivery of orders or required services to customers.
- Taking customers' queries on company products, services, tools, and serving them appropriately.
- Complaint handling.
- Deal with complaints quickly and solve them within defined timelines to achieve customer satisfaction.
- Investigate customers' complaints/concerns, find out root causes, and apply permanent solutions.
- Closely coordinate with QA and operations teams to address customer complaints promptly.
- Escalating cases to senior management and cross-functional teams when necessary to avoid potential risk.
- Facilitate development of key digital services and e-commerce activities and provide guidance, training, and support to internal customers for effective implementation.
- Conduct customer surveys on customer services and digital tools adoption, etc. and prepare feedback/reports for management.
- Liaison with supply chain, planning, manufacturing, and distribution teams to ensure effective and efficient sampling services in line with CCE service guidelines.
- Development and implementation of processes and tools, after necessary approvals, to improve customer service standards.
- Bachelor's or Master's degree in Marketing (BBA/MBA)
- 5-7 years of progressive experience in customer service, preferably within the B2B manufacturing sector
- Proven track record of leading and developing high-performing customer service teams
- Strong understanding of manufacturing operations and cross-functional coordination
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