Customer excellence manager

Key Responsibilities

• Create a customer Survey - speak to all our key customers and understand from them issues that they face
• Create a Supplier Survey - speak to all medical representative managers understand issues from them and formulate a process to improve the same
• Internal Survey- create a survey for branch to HO for better internal communication
• Start to list down number of orders in a branch wear a query has been raised and our response time on the same
• Every major customer has to be met once a quarter - branch manager has to visit and a detailed visit plan has to be made per branch
• Work closely with quality department to make sure a quality check is done at the stock room before goods are dispatched
• Customer service representatives in the order management team need to be trained
• Set up regular calls with our key customers - make sure an escalation matrix is in place and attend all calls
• Monitor churn rate
• Monitor repeat purchase rate
• Location - Andheri, Sakinaka Mumbai
  

Qualifications & Skills

• Bachelor's degree in business administration, operations management, or a related field
• Experience in customer experience, customer success, or a similar role
• Strong interpersonal and communication skills.
• Excellent analytical skills, problem-solving abilities and a customer-first mindset