Customer Management Officer

Smit & Zoon India; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Customer Management Officer at Smit & Zoon India will drive end-to-end customer service, back-office support, and international order management to optimise delivery and client satisfaction.

You will lead commercial operations, manage relationships with global clients, coordinate cross-functional teams, and implement process improvements to enhance service quality and efficiency.

Qualifications

• 3–5 years of verified professional experience in a customer relationship management role, ideally within manufacturing, trading, or global B2B environments.
• Possession of any valid Bachelor's or Master's degree.

Responsibilities

• Commercial Support & Operations: manage administrative workflows for pricing calculations and contract processes; back-office support for Sales, client visits, and promotional materials.
• Customer Relationship & Service Excellence: maintain long-term relationships with international clients; align internal stakeholders with customer requirements; manage complaints and resolutions.

Skills

German language fluency

CRM

Cross-functional project management

Data-driven process analysis

International order management systems

Education

Bachelor's or Master's degree

Tools

Microsoft Office Suite

Job description

The Customer Management Officer will lead, coordinate, and execute highly efficient customer service and commercial back-office support functions. This role is focused heavily on managing client relationships within a primary target country, overseeing end-to-end order fulfillment, and continuously optimizing service delivery and business workflows.

Role & responsibilities

• Commercial Support & Operations
  • Manage administrative workflows for effective pricing calculations and contract processes.
  • Provide robust back-office support to the Sales team, including preparing for client visits, compiling promotional materials, and assisting with meetings.
  • Perform analytical assessments on order calculations and contract pipelines; proactively alert the Sales Manager regarding potential gaps in meeting forecasts.
• Customer Relationship & Service Excellence
  • Drive customer service excellence by maintaining and developing long-term relationships with international clients.
  • Act as the primary conduit between customer requirements and internal operations, keeping all relevant internal stakeholders fully aligned.
  • Manage customer complaints, damages, and general troubleshooting from receipt through to final communication and resolution.
• Team Leadership & Order Fulfillment
  • Own the core order fulfillment processes to ensure timely and seamless product delivery.
  • Plan, distribute, and guide daily operational tasks for the team, continuously monitoring performance benchmarks.
  • Ensure optimal, motivated staffing levels that meet both quantitative and qualitative organizational goals.
• Continuous Improvement & Project Management
  • Lead and execute assigned internal projects by mapping out clear project timelines, managing execution progress, and pivoting strategies when necessary.
  • Formulate workflow improvement proposals to actively optimize customer service, trading, and logistical processes.
  • Stay current on global customer service trends and share insights internally to enhance company capabilities.

Technical Skills & Desired ProfileEducation & Experience

• Education: Possession of any valid Bachelor's or Master's degree.
• Experience: 3 to 5 years of verified professional experience in a customer relationship management role, ideally within a manufacturing, trading, or global B2B corporate environment.

Core Skill Set

• Linguistic Capability: Proficiency and ability to communicate fluently in the German language is a key differentiator for managing localized market zones.
• Technical Skills: Sound foundational computer knowledge with high proficiency in the Microsoft Office Suite (Excel, Word, PowerPoint).
• Domain Competencies: Advanced competencies in Customer Relations Management (CRM), cross-functional project management, data-driven process analysis, and international order management systems.