Address- Mumbai
Job Description:
Job Description
- Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.
- Managing product-related, fulfillment-related or process-related queries from the customer that occur on the platform.
- Coordinating with teams for End to End Order Status from Supplier Pickups with Delivery (Order Life Cycle).
- Maintaining and building on the company's relationship and advice, on ways to deliver value from the product.
- Producing regular status, and quarterly activity reports
- Maximize appropriate use of technology to improve order efficiency and thus improving the customer experience.
- Managing support issues and escalations for Customers
- Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture.
- Identify opportunities throughout the process to minimize operating costs.
- Drive the development and implementation of policies and procedures throughout customer service to maximize operational efficiency and profitability.
- Develop and deliver the people agenda to promote best in class service.
- Work closely with relevant stakeholders to ensure End to End Order lifecycle is completed within the timeframe.
- It included strategy, plans and discussions, for both current product/platform and new product development
Desired Profile / Criteria / Skills :
- MBA from Tier1 / Tier 2 Colleges
- At least 2-3 years of experience in managing core operations (central/ local) >> Experience in manufacturing/ customer service setup is a plus
- Should have managed a team of at least 10 members (direct reportees)
- Should be a people person - easily approachable, very effective and professional in communication and a persuasive person
- Prior experience in managing on-ground logistics is a plus >> Experience in heavy good movement is a plus plus
- Should have worked on CMS or equivalent backend Ops softwares (At least 2)
- Should have a strong inclination towards customer service and related philosophy >> customer first attitude
- Should be an accurate decision maker and be able to handle on-ground live problems efficiently
- Should be comfortable working with complex data in excel
Key Skills :
- Operations Management
- Ecommerce Operations
Company Profile
The company is a world-renowned $13 billion conglomerate with presence across various sectors: Steel, Energy, Minerals, Port & Infrastructure, Cement, Ventures & Paints across India, the US, South America & Africa.
Leveraging their extensive distribution network & supply chain mgmt. exp, they bring to India their B2B Ecommerce -.
This is a growth oriented tech company that is building the most preferred - stop, omni-channel & integrated tech-led offering for MSMEs, Individual Home Builders (IHBs) & turn-key construction contractors.
Key Clients :
MSMEs: Manufacturing business that require steel for industrial use.
Independent Home Builders (IHB's): Those who build residential properties on their own land (may not be an enterprise).
Independent Customers: Builders, who develop properties for personal end use.
Influencers: This group consists of masons, contractors, architects, fabricators, interior designers etc.
