Customer Support Manager

Responsibilities:

• Analyze existing customer success processes and workflows.
• SPOC for overseas Customer Service. Coordinating with and following up with the marketing team (KAM) for artwork and PO also supports the Sales team in achieving revenue targets.
• Will act as a single point of contact and maintain strong relationships with clients. If required, he/she must visit customers.
• Collect feedback from customers and identify the areas of improvement.

Coordinate with the internal and external teams:

• Coordinating with overseas customers about artwork approval, schedule, execution of order, dispatch, delivery time, MIS, stock, and initiating reorders.
• Extend the coordination to the internal team like IT, Product, Estimation, and Production for new product launches and support.
• Working closely with the tendering team and supporting export tender documentation and submission.
• Correlation with the accounts department for proper documentation, billing, and payment follow-up.
• Prepare regular reports of progress and forecast the potential business to internal stakeholders using key account metrics. Also maintain and report job/customer-specific MIS.
• Implement and manage all parts of the client experience - Entry, service, liaison, exit, and transition, within the area of responsibility.
• Resolve any issues and problems about service, quality, and dispatch faced by customers and deal with complaints to maintain trust and long-term relationships.
• Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.
• Continuous Product improvisation as per industry trends.
• Ensure quality of practice meets contractual requirements, legal obligations, and organizational policy and procedures.
• 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 reports 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.