We are Hiring for one of our clients!
We are seeking an experienced and results-driven Customer Care Manager to lead our Customer Service team & Tele sales within a fast-paced FMCG/Food business. The successful candidate will be responsible for overseeing customer service operations, managing order fulfillment processes, enhancing customer satisfaction, and ensuring seamless coordination with Sales, Supply Chain, Warehouse, Production, and Logistics teams.
Responsibilities:
- Lead and manage the Customer Service team to ensure exceptional customer experience and service quality.
- Oversee the end-to-end order management process, ensuring timely and accurate order processing and delivery.
- Develop and implement customer service policies, procedures, and performance standards.
- Monitor key performance indicators (KPIs), including order fulfillment, service levels, customer satisfaction, and complaint resolution.
- Collaborate closely with Sales, Supply Chain, Production, Warehouse, Logistics, and Finance to ensure smooth business operations.
- Manage customer escalations and resolve complex issues in a timely and professional manner.
- Analyze customer feedback and operational data to identify trends and drive continuous improvement initiatives.
- Prepare regular reports and performance dashboards for senior management.
- Coach, mentor, and develop the Customer Service team to achieve departmental and organizational objectives.
- Drive process optimization and support digital transformation initiatives, including ERP and CRM systems.
Requirements:
- Bachelor’s degree in Business Administration, Commerce, Supply Chain Management, or a related field.
- 10+ years of experience in Customer Service, with at least 3 years in a managerial role.
- Mandatory experience within the FMCG or Food industry.
- Strong understanding of order management, CRM, inventory coordination, and supply chain processes.
- Hands-on experience with ERP systems (SAP, Oracle, Microsoft Dynamics, Odoo, or similar).
Interested Candidates are invited to send their CV’s at : Talents@Vchroconsulting.com
To apply for this job email your details to Talents@Vchroconsulting.com