Manager – Customer Service

About Company:

We are proud to introduce our company and showcase the wide array of solutions we bring to our customers.

Since 1997, Lubi Electronics has been a driving force empowering industries with Next-Generation solutions, helping businesses stay ahead of modern challenges and achieve success.

• Our Automation systems are designed to enhance productivity, streamline processes, and provide smart solutions that drive operational efficiency.
• In the renewable energy space, our Advanced Solar technologies are pushing the boundaries of sustainability, enabling a greener future through Customized EPC solutions.
• Meanwhile, our Reliable Control Panels ensure operational stability, delivering precision and durability for a wide range of applications across industries.

Our legacy and National Footprint

• With 25+ years of experience, we have built a legacy of excellence, continuously adapting to market needs and delivering cutting-edge technologies that optimize production processes.
• True to our tagline, “Automation for a Connected World,” we have partnered with 25 Global Brands – ensuring seamless connectivity and smarter operations.
• With headquarter in Ahmedabad, we have PAN India presence in 25 states and 4 UTs. Supported by 10 Branch Offices and Service Centers, we offer unparalleled reach and support across the country.
• Our commitment to Repair and Service Support ensures that we deliver world-class solutions tailored to diverse industries while maintaining global standards.

We are dedicated to helping industries grow and thrive in a rapidly evolving world for a sustainable future.

Discover more about our product line and services by visiting our website www.lubielectronics.com or write to us at lubi@lubielectronics.com.

Job Summary:

We are seeking a dynamic and experienced Manager – Customer Service to lead our Customer Operations team at Lubi Electronics, a forward-thinking leader in the Automation industry. This role is pivotal in implementing new support frameworks, mapping business needs to efficient processes, enhancing customer satisfaction, and fostering a culture of continuous improvement. If you are a passionate professional committed to innovation and quality, we invite you to join our team.

Key Responsibilities:

Operations Management:

• Lead and manage the day-to-day activities of the customer service operations team to ensure targets are met consistently.
• Ensure strict adherence to all Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with stakeholders to map business requirements, translating them into effective operational workflows and Standard Operating Procedures (SOPs).
• Manage and lead implementation projects for new customer support initiatives, platforms, or channels, ensuring successful execution from planning to launch.
• Drive team productivity by optimizing workflows, distributing workloads effectively, and implementing best practices.

Quality Control:

• Develop, implement, and refine robust quality control procedures to maintain the highest standards of service.
• Conduct regular quality audits and analyze Customer Satisfaction (CSAT) survey results to identify trends and areas for improvement.
• Prepare and present comprehensive weekly and monthly QA/CSAT reports to key stakeholders, providing actionable insights.
• Lead and facilitate calibration sessions with the quality team and team leads to ensure consistent and fair evaluation standards across the department.

Training & Development:

• Create and update detailed training manuals and process documentation.
• Conduct regular refresher training sessions for existing staff to reinforce best practices and introduce new products or procedures.
• Perform Training Needs Analysis (TNA) and utilize tools like Weekly Product Knowledge Tests (PKTs) to identify skill gaps and tailor training initiatives accordingly.
• Develop engaging learning content, including video-based self-learning modules, to support flexible and continuous development.

Vendor Management:

• Build and maintain strong, collaborative relationships with external vendors and partners.
• Monitor and manage vendor performance to ensure compliance with contractual agreements, SLAs, and our quality standards.
• Act as the primary point of contact for vendor communications, escalations, and performance reviews.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• 7+ years of proven experience in a process lead or management role within customer service operations, BPO, or a similar environment.
• Demonstrable experience in customer support implementation projects and mapping business requirements to operational processes.
• Strong experience in quality control/assurance, including conducting audits, analyzing CSAT data, and leading calibration sessions.
• Demonstrated ability to design and deliver effective training programs and develop SOPs.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint) and familiarity with CRM systems.

Preferred Qualifications:

• Experience in the consumer electronics industry.
• Certification in Project Management (e.g., PMP).
• Proven track record of successfully implementing process automation projects.
• Experience in managing third-party vendor relationships.

What We Offer:

• A competitive salary and benefits package.
• A dynamic and collaborative work environment.
• Opportunities for professional growth and career advancement.
• The chance to make a significant impact on our company’s success and customer experience.

Need help ?

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