Assistant Manager - Customer Support

The Assistant Manager Customer Support will be responsible for handling customer accounts, managing order processing, coordinating with production teams, and ensuring seamless communication with customers. The role requires strong attention to detail, proactive follow-ups, and the ability to manage multiple priorities effectively.

Key Responsibilities:

Order Management & Customer Coordination:

• Oversee end-to-end order processing, including pricing for select customers.
• Ensure timely adherence to the order dispatch schedule and proactively address delays.
• Monitor and coordinate sample dispatches, ensuring prompt follow-ups with customers.
• Provide weekly updates to customers on their order status, addressing any concerns proactively.
• Participate in weekly customer calls to discuss updates, resolve queries, and strengthen customer relationships.

Internal Coordination & Process Management:

• Work closely with production facilities to align order dispatches with production timelines.
• Collaborate with internal teams to ensure seamless execution of customer orders and commitments.
• Track and analyze customer complaints, providing solutions to enhance service quality.

Reporting & Follow-ups:

• Maintain accurate records of orders, dispatch schedules, and customer interactions.
• Prepare and present reports on customer account status and order fulfillment metrics.
• Escalate unresolved issues to senior management and suggest process improvements.

Key Skills & Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain, or a related field.
• 7-10 years of experience in customer support, order processing, or sales coordination roles.
• Strong analytical and problem-solving skills with an ability to handle escalations.
• Proficiency in CRM software, MS Office (Excel, Word, PowerPoint).
• Excellent communication and negotiation skills to manage internal and external stakeholders.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Prior experience in handling international customers and export documentation will be an added advantage.