Manager Customer Service & Support

Position: Manager CSS
Project Duration: Full-time/Direct-hire role

Location: Kolkata, WB

Job Summary:

The Manager CSS is responsible for overseeing customer support operations, ensuring efficient order processing, and optimizing business development strategies. The role requires strong coordination with internal teams, effective dealer & clients management, and proactive problem-solving to drive revenue growth and customer satisfaction. They act as the point of contact between the Director and other team members and external stakeholders. Including helps the Director for whom they work with tasks such as scheduling; reviewing, prioritizing and responding to emails; answering and returning phone calls; organizing documents; maintaining records; maintain the business calendar of the Director and take part in all the important meetings; taking notes at meetings and any other administrative tasks that helps the Director perform their job.

At times, they even represent, speak and take decisions on behalf of the Director on approval.

Job Responsibilities:

• Oversee end-to-end customer support operations, including order processing, invoicing, and post-sales support within the defined TAT (Turnaround Time).
• Address and resolve dealer queries related to product availability, pricing, and payment issues in coordination with relevant departments.
• Follow up with the Commercial team to ensure commitment payments are received from dealers.
• Follow up and maintain the Directors approval regarding pricing, credit limits, and other business decisions.
• Monitor customer feedback and optimize support processes to enhance service quality and efficiency.
• Manage and update customer data using CRM tools to track interactions and improve customer relationships.
• Develop and implement strategies for customer acquisition, retention, and business expansion.
• Identify new business opportunities and establish relationships with key clients and dealers.
• Conduct meetings with dealers, sales teams, and the business development team to align business goals.
• Lead, manage, and coordinate with the sales and business development teams to drive revenue growth and explore new opportunities.
• Ensure timely execution of tasks and processes within the set TAT.
• Provide necessary customer insights and support to help the sales team achieve targets.
• Prepare and update Minutes of Meetings (MOMs) for internal and external meetings.
• Maintain and process travel details as per schedule, ensuring proper coordination.
• Prepare MIS reports, sales projections, travel plans, and other operational reports as required by the Director & update time to time.
• Update daily sales figures in the master file for accurate reporting and tracking.

QUALIFICATIONS

Education

• ___ Bachelors degree/ Any Graduate
• ___ Master’s degree (preferable)

Experience– Minimum 7-10 years of relevant experience

Skills –

• Excellent presentation skills
• Excellent follow-up and coordination skills
• Attention to detail
• Experience in Team Handling
• Knowledge of MS Office (Excel, Word, and PowerPoint)