Customer Service Manager

Accex Supply Chain Pvt Ltd; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accex Supply Chain Pvt Ltd is seeking an experienced Customer Service / Operations lead in Mumbai to own end-to-end relationships with key customers and coordinate across warehouse, transport and finance teams. The role focuses on SLAs, service reviews and proactive issue resolution.

The candidate will manage a CS team, oversee KPI tracking, and ensure documentation accuracy and billing alignment with contracts, while driving continual service improvements.

Qualifications

• 6–8 years in customer service / client servicing within 3PL, logistics, warehousing or supply chain ops.
• Experience handling large B2B / key customer accounts and senior customer stakeholders.
• Hands-on understanding of warehouse, transportation, order processing, inventory and distribution operations.
• Proven experience managing customer escalations, SLAs, service reviews and ops issues.
• Experience leading and managing a customer service team.
• Strong understanding of logistics documentation, billing coordination and ERP/WMS/TMS systems.
• Excellent communication, negotiation and stakeholder management skills.
• Strong analytical ability with experience in MIS, KPI tracking and service performance reporting.
• Ability to work closely with Operations, Warehouse, Transport, Finance and Commercial teams.
• Strong ownership of customer satisfaction, service quality and issue resolution.

Responsibilities

• Own relationships with key customers and act as the primary escalation point for service-related matters.
• Understand customer requirements, SLAs, operational expectations and commercial commitments.
• Conduct regular customer reviews and track service performance against agreed KPIs.
• Build strong, long-term relationships with customers and identify opportunities to improve service delivery.
• Handle escalations and ensure timely resolution in coordination with internal teams.
• Oversee end-to-end coordination between customers, warehouse, transport and operations teams.
• Ensure timely order processing, dispatches, deliveries and shipment updates.
• Monitor operational issues, delays and exceptions and ensure proactive communication with customers.
• Ensure customer instructions and service requirements are accurately communicated to the relevant teams.
• Maintain visibility on order, inventory, dispatch and delivery status.
• Lead the customer service team and establish clear processes for handling customer queries, requests and escalations.
• Monitor response and resolution timelines and ensure adherence to defined SLAs.
• Review recurring customer issues and drive corrective and preventive actions.
• Standardise customer communication, documentation and reporting processes.
• Ensure accurate maintenance of customer records and service documentation.
• Prepare and review daily, weekly and monthly customer service and operational reports.
• Track KPIs including SLA adherence, order processing, on-time delivery, response time, resolution time, complaints and customer satisfaction.
• Analyse service performance and identify gaps requiring operational intervention.
• Present customer performance and key issues to management through regular reviews.
• Coordinate with Finance and Operations to ensure accurate and timely customer billing.
• Verify billing inputs against contracts, work orders, service records and operational data.
• Support resolution of billing discrepancies and customer queries related to invoices.
• Track outstanding customer issues impacting billing and collections.
• Coordinate on customer quotations, rate revisions and service agreements where required.

Skills

Customer relationship mgmt

Escalation handling

Stakeholder mgmt

Team leadership

KPI & MIS reporting

Logistics ops knowledge

Communication & negotiation

Cross-functional collaboration

Tools

ERP systems

WMS

TMS

Job description

Department: Customer Service / Operations

Must-Haves

• 6–8 years of experience in customer service / client servicing, with significant experience in 3PL, logistics, warehousing or supply chain operations.
• Strong experience handling large B2B / key customer accounts and senior customer stakeholders.
• Hands‑on understanding of warehouse, transportation, order processing, inventory and distribution operations.
• Proven experience managing customer escalations, SLAs, service reviews and operational issues.
• Experience leading and managing a customer service team.
• Strong understanding of logistics documentation, billing coordination and ERP/WMS/TMS systems.
• Excellent communication, negotiation and stakeholder management skills.
• Strong analytical ability with experience in MIS, KPI tracking and service performance reporting.
• Ability to work closely with Operations, Warehouse, Transport, Finance and Commercial teams.
• Strong ownership of customer satisfaction, service quality and issue resolution.

Key Responsibilities

1.Customer Relationship Management

• Own relationships with key customers and act as the primary escalation point for service‑related matters.
• Understand customer requirements, SLAs, operational expectations and commercial commitments.
• Conduct regular customer reviews and track service performance against agreed KPIs.
• Build strong, long‑term relationships with customers and identify opportunities to improve service delivery.
• Handle escalations and ensure timely resolution in coordination with internal teams.

2.Order & Logistics Coordination

• Oversee end‑to‑end coordination between customers, warehouse, transport and operations teams.
• Ensure timely order processing, dispatches, deliveries and shipment updates.
• Monitor operational issues, delays and exceptions and ensure proactive communication with customers.
• Ensure customer instructions and service requirements are accurately communicated to the relevant teams.
• Maintain visibility on order, inventory, dispatch and delivery status.

3.Customer Service Operations

• Lead the customer service team and establish clear processes for handling customer queries, requests and escalations.
• Monitor response and resolution timelines and ensure adherence to defined SLAs.
• Review recurring customer issues and drive corrective and preventive actions.
• Standardise customer communication, documentation and reporting processes.
• Ensure accurate maintenance of customer records and service documentation.

4.MIS & Performance Management

• Prepare and review daily, weekly and monthly customer service and operational reports.
• Track KPIs including SLA adherence, order processing, on‑time delivery, response time, resolution time, complaints and customer satisfaction.
• Analyse service performance and identify gaps requiring operational intervention.
• Present customer performance and key issues to management through regular reviews.
• Coordinate with Finance and Operations to ensure accurate and timely customer billing.
• Verify billing inputs against contracts, work orders, service records and operational data.
• Support resolution of billing discrepancies and customer queries related to invoices.
• Track outstanding customer issues impacting billing and collections.
• Coordinate on customer quotations, rate revisions and service agreements where required.

6.Documentation & Compliance

• Ensure accuracy and completeness of shipment and customer documentation, including PODs, invoices, e‑way bills and related logistics records.
• Ensure customer and operational data is accurately maintained in ERP/WMS/TMS systems.
• Maintain proper records for customer reviews, audits and internal reporting.
• Ensure adherence to company processes and customer‑specific documentation requirements.

7.Team Management

• Lead, mentor and manage the customer service team across assigned accounts.
• Allocate responsibilities and monitor individual and team performance.
• Train the team on customer processes, systems, communication and escalation handling.
• Build a proactive customer service culture focused on responsiveness and resolution.

8.Cross-Functional Coordination

• Work closely with Warehouse, Transport, Operations, Finance, Sales and Commercial teams to resolve customer requirements.
• Coordinate internally on capacity, dispatches, inventory, transportation and billing issues.
• Ensure customer commitments are understood and delivered across functions.
• Drive cross‑functional resolution of recurring service issues.