Senior Executive - Service Operations

Job Description

We are seeking a detail-oriented and proactive Senior Executive - Service Operations to drive key operational processes across service delivery, customer support, and import management. The ideal candidate will play a crucial role in aligning operational strategies with business goals, ensuring efficiency, cost-effectiveness, and high levels of customer satisfaction. Key Responsibility Areas: Manage the entire import process, including order placement, coordination with freight forwarders, bill of entry filing, and customs clearance while ensuring compliance with statutory regulations Supervise the helpdesk team to ensure timely logging of all customer complaints in the CRM system Analyze service call deployment to optimize costs by engaging the appropriate ASPs or offering online technical support through internal teams Coordinate with the service provider team to ensure efficient handling and closure of service calls, spare parts requests, and resolution of service-related gaps Oversee contract billing activities and maintain accurate records of installed products Coordinate closely with the service team to ensure timely monthly billing, backed by appropriate approvals from Service Managers Ensure monthly updates in the system database for newly sold scanners, including accurate end-customer information Issue extended warranty certificates after billing cycles, wherever applicable Collect and update end-customer data received from partners into the CRM system regularly Requirements: Bachelor s degree in any discipline 3-4 years of experience in sales support, service operations, or a related role Entrepreneurial mindset with ownership-driven decision-making Strong organizational and multitasking abilities with sharp attention to detail Excellent verbal and written communication skills Capable of working under pressure and meeting tight deadlines Strong analytical thinking and technical aptitude Ability to collaborate and influence stakeholders across all organizational levels