Manager - Customer Service Excellence - O2C - Manufacturing

About the Role:

Our client, a leading manufacturing organization, is looking for a professional to drive Customer Experience and Customer Service Excellence across the Order-to-Cash (O2C) journey.

The role will focus on enhancing customer satisfaction, strengthening governance, driving digital transformation, and improving service reliability through cross-functional collaboration.

Key Responsibilities:

• Drive Customer Experience, NPS, VOC, and Service Excellence programs.
• Govern Order-to-Cash (O2C) processes, service levels, and operational performance.
• Lead process improvement and digital transformation initiatives across customer service and supply chain functions.
• Partner with Supply Chain, Logistics, Commercial, Finance, and IT teams to improve customer outcomes.
• Drive KPI governance, analytics, dashboards, and continuous improvement programs.
• Support ERP/SAP-enabled transformation and customer visibility initiatives.

Candidate Profile:

• Full Time 2 year MBA/PGDM from a reputed institute.
• 8 - 14 years of experience in Customer Service, O2C, Supply Chain Excellence, Commercial Operations, or Transformation roles.
• Strong exposure to Order Management, Customer Experience, Supply Chain Operations, and Process Excellence.
• Experience with SAP/S4HANA and data-driven decision-making.
• Excellent stakeholder management and cross-functional leadership skills.

Preferred Industry Background:

• Manufacturing, Automotive, FMCG, Consumer Durables, Industrial Products, Chemicals, Building Materials, or Supply Chain Consulting.

Key Skills:

• Customer Service Excellence, Customer Experience, O2C, Order Management, Supply Chain Excellence, Commercial Operations, SAP, S4HANA, Logistics, Process Excellence, Digital Transformation, NPS, VOC, Analytics.

Contact:

ML Yadav, 9310245408.