Customer Support Manager

Key Responsibilities:

- Plans, prioritizes, and schedules the teams activities to ensure continuity of service and achievement of KPIs.

- Reviews team progress and evaluates results to drive continuous improvement.

- Leads, directs, evaluates, and develops Customer Order Management staff, ensuring effective resource utilization and goal attainment.

- Ensures excellence in customer support across all interactions and communications.

- Monitors and improves Customer Order Management processes and procedures.

- Investigates and leads cross-functional problem-resolution initiatives.

- Handles complex customer inquiries promptly and accurately.

- Collaborates with other business functions to integrate order management activities.

- Identifies recurring issues and recommends process improvements.

- Owns local metrics, reporting, and analysis; participates in global projects.

- Coordinates team input for proactive customer communications.

- Leads local continuous improvement and participates in global projects.

- Primarily work during night shifts (5 PM IST to 2 AM IST), with flexibility based on business needs.

- Work-from-home options available two days a week, with the remaining days in the office.

- Transport facility provided for office commutes.

Qualifications and Experience:

- Bachelors degree or equivalent required.

- Intermediate level of relevant work experience required; 5-8 years preferred.

- Background in customer-facing roles, supply chain/logistics, or international trade preferred.

- Excellent communication and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Ability to thrive in a fast-paced environment and adapt to changing priorities.

- Collaborative mindset with the ability to work effectively with diverse teams and stakeholders.