Customer Support - Key Account Support 82992

Cephas Consultancy Services Private Limited; Udupi district; On-site; INR 350,000 - 520,000; Full time

Job summary

Cephas Consultancy Services Private Limited is hiring for Customer Support - Key Account Support. The role handles overseas client coordination, artwork approvals, order execution, and strong customer relationship management.

You will gather feedback, liaise with multiple internal teams and contribute to revenue targets through effective account management. The candidate will act as a primary contact for key accounts, coordinate with marketing for artwork, and ensure timely delivery and

Qualifications

• 2–5 years of customer support experience or equivalent.
• Experience in handling key accounts or high-touch client relationships.

Responsibilities

• Analyze existing customer success processes and workflows.
• Serve as SPOC for overseas customer service and coordinate with marketing (KAM) for artwork and PO, supporting sales targets.
• Act as a single point of contact and maintain strong client relationships; visit customers if required.
• Collect customer feedback and identify areas for improvement.
• Coordinate with internal teams (IT, Product, Estimation, Production) and tendering for new product launches and exports.
• Prepare regular progress reports and forecast potential business using key account metrics; maintain MIS.
• Manage the client experience from entry to transition, addressing issues to sustain trust.
• Resolve service quality and dispatch issues; handle complaints to maintain relationships and loyalty.
• Develop strategies to drive satisfaction, loyalty, and retention; align with industry trends.
• Conduct regular meetings with customers to discuss data analysis, including TAT and delivery status.
• Market research in export markets; provide global market intelligence and competitive reports.

Skills

Customer relationships

Account coordination

Communication

CRM familiarity

Tools

CRM

Job description

Customer Support - Key Account Support 82992

About this position

Positions:2 Full Time
Experience
2 - 5 Years

Key Responsibilities

1. Analyze existing customer success processes and workflows.

2. SPOC for overseas Customer Service. Coordinating and following up the marketing team (KAM) for artwork and PO also supports the Sales team in achieving revenue targets.

3. Will act as a single point of contact and maintain strong relationships with clients. If required, he/she must visit customers.

4. Collect feedback from customers and identify the areas of improvement.

5. Coordinate with the internal and external team:

• Coordinating with overseas customers about artwork approval, schedule, execution of order, dispatch, delivery time, MIS, stock & initiate re-order.
• Extend the coordination to the internal team like IT, Product, Estimation, Production for new product launch and support.
• Working closely with the tendering team and supporting export tender documentation and submission.
• Correlation with accounts department for proper documentation, billing & payment follow-up.

6. Prepare regular reports of progress and forecast the potential business to internal stakeholders using key account metrics. Also maintain & report job/customer specific MIS.

7. Implement and manage all parts of the client experience – Entry, service, liaison, exit and transition within the area of responsibility.

8. Resolve any issues and problems about service, quality, dispatch faced by customers and deal with complaints to maintain trust and long-term relationship.

9. Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.

10. Continuous Product improvisation as per industry trends.

11. Ensure quality of practice meets contractual requirements, legal obligation and organizational policy and procedures.

12. Conduct regular meetings with customers to present and discuss data analysis, including Turnaround Time (TAT) analysis and article delivery status.

• Carrying out market research activity in chosen export markets
• Providing global Market intelligence and competitor activity repots to concerned higher authority.
• Manage CRM, internal and external communications.
• Branding and image building.
• Handle any other responsibilities that may be assigned to you from time to time.