Customer Support Specialist

: Dynamic and experienced Key Account Support who will be focused on customer loyalty and building close long-term client relationships right from onboarding to day-to-day operations, ensuring exceptional customer experiences. The ideal candidate will possess robust leadership skills with hands-on experience in industry operations, a customer-centric mindset, and the capacity to analyse data to drive continuous improvement of the customer experience. Moreover, the candidate should also be adept at presenting analysis to customers periodically, enhancing our commitment to delivering top-tier service.

Key Responsibilities

• Analyze existing customer success processes and workflows.
• SPOC for overseas Customer Service. Coordinating and following up the marketing team (KAM) for artwork and PO also supports the Sales team in achieving revenue targets.
• Will act as a single point of contact and maintain strong relationships with clients. If required, he/she must visit customers.
• Collect feedback from customers and identify the areas of improvement.
• Coordinate with the internal and external team:
• Coordinating with overseas customers about artwork approval, schedule, execution of order, dispatch, delivery time, MIS, stock & initiate re-order.
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  Extend the coordination to the internal team like IT, Product, Estimation, Production for new product launch and support.
• Working closely with the tendering team and supporting export tender documentation and submission.
• Correlation with accounts department for proper documentation, billing & payment follow-up.
• Prepare regular reports of progress and forecast the potential business to internal stakeholders using key account metrics. Also maintain & report job/customer specific MIS.
• Implement and manage all parts of the client experience Entry, service, liaison, exit and transition within the area of responsibility.
• Resolve any issues and problems about service, quality, dispatch faced by customers and deal with complaints to maintain trust and long-term relationship.
• Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.
• Continuous Product improvisation as per industry trends.
• Ensure quality of practice meets contractual requirements, legal obligation and organizational policy and procedures.
• Conduct regular meetings with customers to present and discuss data analysis, including Turnaround Time (TAT) analysis and article delivery status.
• Carrying out market research activity in chosen export markets
• Providing global Market intelligence and competitor activity repots to concerned higher authority.

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• Manage CRM, internal and external communications.
• Branding and image building.
• Handle any other responsibilities that may be assigned to you from time to time.

Educational Qualifications

Bachelors degree in relevant fields. Masters degree will be a plus.

Experience Level (If applicable)

6+ years experience in operations and customer success.

Liaison with Customers, Overseas Partners, Agents, Vendors, Industry Forums, Senior Management, Operations, Pricing / Costing Team, Tendering Team & all other concerned Departments