Assistant Manager-Customer Service
On-siteBengaluru, Karnataka, India
Job Summary
Lead customer service operations by handling complex inquiries, managing escalations, and coordinating between customers and cross-functional teams. Provide effective leadership through mentoring team members and driving continuous improvement initiatives. Maintain high standards of customer satisfaction while supporting company growth and innovation goals. Manage end-to-end transactions from quote to cash, utilizing proficiency in ERP systems and CRM tools. Work in a metric-driven environment with a standard Monday-to-Friday schedule, applying strong problem-solving skills and active listening to resolve challenging situations diplomatically.
Required Qualifications
- Graduate with 6-7 years of experience in Order Management
- Experience in core Customer Service handling end to end transactions in Quote to Cash
- Proven Customer Service/Customer Care experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to multi-task, prioritize and manage time effectively
- Proven leadership experience with ability to coach, mentor, and develop team members
- Strong proficiency in ERP systems (SAP, Oracle) and Microsoft Office Suite
- Exceptional problem-solving abilities and attention to detail
- Outstanding written and verbal communication skills
- Experience in process improvement and implementing best practices
- Ability to handle complex customer situations with diplomacy and professionalism
- Strong organizational and time management skills
- Demonstrated ability to work independently and as part of a team
- Experience with customer relationship management (CRM) systems
- Ability to work effectively in a metric-driven environment
- Knowledge of quality management systems (ISO, cGMP)
Desired Qualifications
- Preferred Fields of Study: Business Administration, Sciences, or related field
- Professional certifications in customer service or relevant field are beneficial
- Flexibility to adapt to changing business needs and priorities
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