Manager CS - Goa

Location: Plot No. 114/6, Pilerne Industrial Estate, Marra, Goa 403114
Type: Full-Time

Mode: Work From Office, 6 Days working (Monday to Saturday)

Job Summary:
We are seeking a highly motivated and experienced Senior Client Relationship Manager to join our logistics team and manage the relationship with one of our most premium international clients. This individual will be responsible for overseeing client relationships, handling critical escalations, preparing detailed performance reports, and driving continuous improvement initiatives. Additionally, the role will involve collaboration on network design requirements to ensure optimal logistics solutions are delivered.

Key Responsibilities:

1. Client Relationship Management:

• Act as the primary point of contact for senior leadership and mid-management teams within both the client and the organization.
• Foster strong relationships with the client to ensure satisfaction and long-term partnerships.
• Regularly engage with key stakeholders to understand their needs and address any concerns.

2. Reporting & Performance Management:

• Prepare and present daily, weekly, and monthly performance reports to the client, highlighting key metrics, challenges, and improvements.
• Provide actionable insights to the client and propose strategies to optimize logistics operations.

3. Continuous Improvement & Strategic Planning:

• Develop and present improvement plans based on operational performance data, client feedback, and industry trends.
• Collaborate with internal teams to implement process improvements and optimize service offerings.

4. Network Design & Requirements Management:

• Work closely with the client to understand their evolving network design and logistics requirements.
• Liaise with internal teams to ensure network changes are implemented effectively, aligning with the clients needs and objectives.

5. Escalation Management:

• Serve as the escalation point for any critical issues or service disruptions, providing quick resolutions to maintain client satisfaction.
• Work cross-functionally to identify root causes of issues and implement corrective actions.

6. Customer Confidence & Stakeholder Engagement:

• Meet with the client’s customers and stakeholders to build confidence in the services provided and address any concerns.
• Ensure that the client’s customers are receiving exceptional service through regular check-ins and updates.

7. Cross-functional Collaboration:

• Coordinate with internal teams such as operations, customer service, and logistics to ensure seamless delivery of services.
• Collaborate with sales teams to ensure the logistics solutions meet the client’s needs and objectives.

Qualifications & Skills:

• Experience: Minimum of 5 years of experience in client relationship management, logistics, or supply chain management, preferably in an international context.
• Skills:
• Strong communication and interpersonal skills, with the ability to engage with senior management and build rapport with clients.
• Excellent problem-solving and critical thinking abilities, especially in high-pressure situations.
• Proficient in data analysis and reporting, with a solid understanding of logistics and supply chain operations.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong understanding of network design and its impact on logistics operations.
• Education:
• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field. A Master's degree is a plus.
• Certifications:
• Relevant certifications in logistics, supply chain management, or project management (e.g., PMP, Six Sigma) are a plus.

Personal Attributes:

• Proactive, detail-oriented, and results-driven.
• Strong organizational skills and the ability to manage complex tasks independently.
• Ability to handle critical situations with composure and professionalism.
• Strong relationship-building skills with both internal and external stakeholders.