Digital Service Operations Manager

2 weeks ago

Karachi, Sindh, Pakistan beBeeCustomerServices Full time
Job Title

Service Operations Manager - Digital Services

Description

The ideal candidate will possess excellent communication and coordination skills to ensure a superior customer service experience. This involves working closely with customers, sales teams, and other departments to deliver timely orders and services. The role also requires dealing with customer queries, complaints, and feedback in a professional and courteous manner.

  • Prompts & effective communication with customers for excellent service delivery.
  • Delivery of customer services-related KPIs.
  • Closely work with the sales team to meet customer demands on time.
  • Close coordination with planning, supply chain, production, and distribution teams for timely order delivery.
  • Serve customers' queries appropriately.

Complaint Handling

  • Address complaints quickly and solve within defined timelines.
  • Investigate root causes of complaints and apply permanent solutions.
  • Closed coordination with QA and operations teams for prompt complaint resolution.
  • Escalate cases to senior management when necessary.

Digital Services

  • Assist in developing digital services and e-commerce activities.
  • Support the sales team with SAP and BI issues.
  • Conduct customer surveys and prepare reports.
  • Liaison with supply chain, planning, manufacturing, and distribution teams for efficient sampling services.

Reports and Administration

  • Daily, weekly, and monthly reporting for sales, customer services, and digital.
  • Business data analysis and report preparation.
  • Monthly and annual sales forecasting and demand planning.
  • E-commerce order entry and material/shade mastering.
  • NPI launches.
  • Coordinate import orders for finished goods.
  • Prepare credit notes as advised.

Requirements

  • Relevant experience in textile industry.
  • Good communication skills.
  • Leadership experience.
  • Manufacturing industry background.
  • B2B industry experience is preferred.
  • Experience in cross-functional environment and customer order management.
  • Reporting and analytical skills are must.

Benefits

  • Communication benefits
  • Gratuity benefits
  • Health insurance benefits
  • Incentive bonus benefits
  • Leaves benefits
  • Life insurance benefits
  • Medical benefits
  • Provident fund benefits
  • Sports and entertainment benefits

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