Customer Service Manager

Gi Group; Hyderabad; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Gi Group in Hyderabad is seeking a Customer Service Manager to lead the divisional customer service operations within the order management process. You will coordinate daily workflows, interact with customers and internal teams, and drive CRM/ERP based improvements to meet service standards.

The role requires extensive experience in manufacturing customer service, strong analytical abilities, and collaboration across sales, planning, and logistics to deliver results.

Qualifications

• Minimum 10 years experience in manufacturing with supervisory/managerial role in customer service.
• Four-year college degree in business or related field; postgraduate management degree preferred.
• Analytical and technical skills to understand business practices and processes.

Responsibilities

• Manage daily customer service department workflow to meet service standards.
• Intervene in challenging customer situations through research and direct communication.
• Monitor CRM strategies and outcomes for key customers and report metrics.
• Collaborate with sales, planning, logistics, and production to resolve issues and drive improvements.
• Prepare monthly forecasts for orders, and provide MIS/sales analysis on demand.

Skills

Communication skills

Problem solving

Forecasting & planning

Data analysis & reporting

Stakeholder management

CRM & ERP knowledge

Education

Bachelor's degree in business or related discipline

Postgraduate degree in Management

Tools

CRM systems

ERP systems

Job description

JOB PURPOSE

Summarise why this job exists and how it contributes to the organisation. Be specific; do not write a general statement which may apply to other jobs in the organisation.

The Customer Service Manager is responsible for strategic management of all Divisional customer service operations within the order management process. Position will interact daily with customers, production, Planning, Logistics, Quality, and sales staff to effectively meet customer service standards and support the Divisions strategic initiatives.

MAIN DUTIES

A general summary of the major activities and responsibilities (which represents the key tasks) of the jobholder. (A sample of day-to-day actions.)

Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met.

Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.

• Monitor customer relationship management strategy and outcomes for key customers.
• Works with customers and other functional leaders to address systematic customer service problems.
• Responsible for reporting customer service metrics and action planning when issues are identified
• Monthly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
• Weekly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
• JDE order Intake Report to all Sales Team
• Pending order Review with team
• Siebel Claim Review with team
• Domestic Demand for Subsequent month + next 6 months
• Tracking of material: Deposition vs Date plan
• Ensuring OTR/OTP and CX performance
• Driving CRM Activities / Review with team day to day basis
• Supporting AR issues Resolution
• Tracking TTA/TTR performance in Salesforce.
• Providing MIS / Sales Analysis on requirement from Sales

KEY ACCOUNTABILITIES

All jobs are accountable for producing a range of outputs (end results).

• List 6 to 8 outputs of the job.
• Please describe what needs to be achieved (output) and what needs to be done to achieve it (action)
• (What is done to what with what outcome. Examples: Recruit and train sales staff to provide a competent sales force, or Manually Check recorded data against system to resolve variances.)

• Track, report, and analyze customer service metrics, including OTR, OTP, CX, Open Siebel Claims, TTA, and TTR performance, and develop action plans where gaps are identified.
• Drive day-to-day CRM activities and conduct regular reviews with the team to maintain customer data accuracy and follow-up discipline.

Prepare and communicate monthly forecast for OTR/OTP and LBL and share it with Finance.

Collaborate with customers, Sales, National Sales Managers, and cross-functional leaders to identify and resolve recurring customer service issues.

JOBHOLDER REQUIREMENTS

List the requirements necessary for a MINIMUM PROFICIENCY in the job. (skills, knowledge and experience)

• -Minimum of 10 years experience in a manufacturing environment with the majority of those years in a supervisorial and/or managerial role within customer service.
• -4 year college degree in business or related discipline with Post graduate degree in Management.
• -Possess analytical and technical skills required to understand business practices and processes.
• -Must possess advanced computer and Analytical skills and understand electronic processing.
• -Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.

KEY COMPETENCIES

List here the competencies, which are critical in order to be successful in the job. (communication skills, customer orientation etc.)

• Communication skills
• Problem solving
• Capability to manage forecasts, pending orders, reviews, reports, and priorities in a structured manner.
• Data analysis and Reporting.
• Stake holder management.
• CRM and Systems knowledge (ERP).