Customer Service Manager | Operations | - US SHIFT

Satyam Enterprises

0 - 2 years

3 - 5 Lacs

chandigarh

Posted:6 days ago| Platform:

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Skills Required

customer relationship crm management customer retention customer acquisition client satisfaction crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Team Management & Performance

Lead a team of CSRs handling multiple logistics and transportation clients.
Build a performance-driven culture using weekly scorecards, KPIs, and leaderboards.
Conduct daily check-ins and weekly coaching to improve efficiency, communication, and tonality.
Manage shift scheduling including Afterhours, Early Morning and Weekend support.

Operations & Process Excellence

Oversee accurate and timely customer communications, confirmations, and delay updates.
Ensure proper coordination between CSR, Billing, Dispatch, and OS&D teams.
Monitor and resolve escalations related to missed communications, errors, and service delays.
Drive SOP compliance and continuously refine workflows for higher efficiency.

AI & Automation Transition

Act as point-of-contact between the CSR team and the AI implementation team.
Monitor AI-generated work orders and communication quality to ensure 100% accuracy.
Identify areas where human oversight, judgment, and client experience are required beyond automation.
Train CSRs to move from
data entry
roles to
quality control, exception handling, problem resolution, and relationship-focused duties
.

Client & Stakeholder Coordination

Maintain professional communication with client representatives across Canada and the US.
Identify recurring issues, operational bottlenecks, and propose proactive solutions.
Assist with onboarding and documentation for new client accounts or new store rollouts.
Ensure CSRs always represent DUA Solutions and client brands with clarity and confidence.

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