Service Manager

Confidential; Delhi; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Confidential is seeking a customer-centric Service Manager to steward a portfolio of existing and transactional customers across Pune, Ahmedabad, and Bangalore.

You will strengthen relationships, gather market insights, and coordinate with Sales, Operations, and Supply Chain to maximize product and service value. Willingness to travel across the assigned region is required.

Qualifications

• 6-10 years of experience in Customer Service, Client Servicing, or KAM
• Strong stakeholder management and communication skills
• Experience using CRM platforms, Salesforce preferred
• Proficiency in Excel and PowerPoint
• Willingness to travel across the region

Responsabilités

• Manage and nurture relationships with assigned existing and transactional customers through regular visits and business reviews.
• Act as the primary point of contact for service-related concerns and build long-term partnerships.
• Coordinate with internal teams to ensure timely issue resolution and proactively address service gaps.
• Ensure customers receive timely support and value-added services.
• Gather customer feedback, identify improvement opportunities, and enhance overall customer satisfaction.
• Capture customer demand forecasts and market insights, and keep CRM systems updated.
• Share insights with the Sales, Category, Operations, and Supply Chain teams.
• Identify cross-selling and upselling opportunities while supporting customer retention initiatives.
• Recommend process improvements based on customer feedback.
• Maintain visit reports, CRM updates, and action trackers.

Connaissances

CRM platforms

Stakeholder management

Relationship management

Analytical skills

Excel

PowerPoint

Communication

Travel readiness

Outils

Salesforce

CRM software

Description du poste

Service Manager (Deputy Manager / Manager) – Client Servicing

Locations: Pune | Ahmedabad | Bangalore

Reports to: Regional Business Head

Experience: 6-10 years

About the Role

We're looking for a customer-centric, relationship-driven Service Manager to manage a portfolio of existing and transactional customers in an assigned region. You will strengthen customer relationships, understand business requirements, resolve concerns through cross-functional collaboration, gather market intelligence, and help customers get maximum value from our products and services.

Key Responsibilities

Customer Relationship Management

• Manage and nurture relationships with assigned existing and transactional customers through regular visits and business reviews.
• Act as the primary point of contact for service-related concerns and build long-term partnerships.
• Coordinate with internal teams to ensure timely issue resolution and proactively address service gaps.
• Ensure customers receive timely support and value-added services.

Customer Experience

• Gather customer feedback, identify improvement opportunities, and enhance overall customer satisfaction.
• Capture customer demand forecasts and market insights, and keep CRM systems updated.
• Share insights with the Sales, Category, Operations, and Supply Chain teams.

Business Growth Support

• Identify cross-selling and upselling opportunities while supporting customer retention initiatives.

Process Improvement & Reporting

• Recommend process improvements based on customer feedback.
• Maintain visit reports, CRM updates, and action trackers.

Who You Are

• 6-10 years of experience in Customer Service, Client Servicing, Key Account Management, or B2B Relationship Management.
• Strong stakeholder management, communication, and analytical skills.
• Hands-on experience with CRM platforms (Salesforce preferred).
• Proficient in Microsoft Excel and PowerPoint.
• Willing to travel across the assigned region.

Preferred industries

• Steel
• Manufacturing
• Industrial Products
• Building Materials
• Metals
• B2B Distribution
• Supply Chain