Customer Service Manager
Core
Lead customer service operations for domestic and export order processing, ensuring accuracy, efficiency, and compliance while driving customer satisfaction.
Role type
Senior Customer Service Manager
Builds
Customer service operations and order fulfillment processes
Domain
Healthcare / Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, order processing management, complex issue resolution, continuous improvement, KPI monitoring, stakeholder relationship management, ERP/CRM system proficiency
Preferred skills
SAP experience, coaching and mentoring, change management
Technologies
SAP, Salesforce, ERP, CRM, EDI
Responsibilities
Lead and manage the Customer Service team to deliver exceptional service standards; Oversee domestic and export sales order processing; Provide hands-on support for complex customer orders and issues; Serve as the primary escalation point for service disruptions; Drive continuous improvement initiatives; Monitor and analyse customer feedback and operational performance; Establish and report on customer service KPIs; Maintain business continuity plans; Build trusted relationships with customers and internal stakeholders; Lead, coach, and develop a high-performing team
Seniority
Senior, hands-on IC with leadership responsibilities