Order Management Specialist

Role: Customer Excellence Manager

Job Overview:

The Customer Excellence Manager is responsible for driving customer satisfaction, loyalty, and retention by optimizing customer experiences across touchpoints. This role focuses on delivering superior service quality, implementing best practices, and fostering a customer-centric culture within the organization.

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

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

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹700,000.00 per year

Application Question(s):

• What is your current and expected salary?
• How many total years of relevant experience do you have?
• Are you comfortable with Andheri location?
• What is your notice period?

Work Location: In person