Digital Operations Manager

6 days ago


Karachi, Sindh, Pakistan J & P Coats Pakistan Full time

Job Overview

The Service & Operational Manager will be responsible for delivering superior customer service experience through effective communication and coordination with customers, Sales team, Planning, Supply Chain, Production, and Distribution teams. The role requires close coordination with cross-functional teams to ensure timely delivery of orders and required services.

Duties and Responsibilities

  • 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 / required services to customers.
  • Take customers' queries on Company products, services, tools, and serve them appropriately.
  • Handle customer complaints quickly and solve within defined timelines to achieve Customers' satisfaction.
  • Investigate customers' complaints/concern, find out root causes, and apply permanent solutions.
  • Coordinate with QA and Operation teams to address customer complaints promptly.
  • Escalar cases to senior management and cross-functional teams when necessary to avoid potential risk.

Digital Services and e-Commerce Activities

The Service & Operational Manager will assist the 'Manager' in development of key Digital Services and e-Com activities, including training and support to internal customers. Additionally, the role involves providing support to the Sales team on SAP & BI related issues/data/reports etc.

Reporting and Administration

The Service & Operational Manager will be responsible for daily, weekly, and monthly reporting relating to sales, Customer Services, and Digital. This includes business data analysis and preparation of management reports, circulation of Data analysis reports with the Sales team, and assisting the Sales team with Monthly, annual sales forecasting, and demand planning.



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