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Assistant Manager - Global Customer Delight

https://www.randstad.com Logo

Randstad

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Location:
India , Navi Mumbai

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Contract Type:
Employment contract

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Salary:

Not provided

Job Description:

To Lead team & process set up for customer service at GCD. Be a pioneer in building relationships with customers across the business. To assist in the development, performance and maintenance of the customer service activities of the organisation with responsibility for the day-to-day activities of CS team. Support digitisation project at GCD CS & be change & process driver.

Job Responsibility:

  • Manage & lead team of 4-5 CS team members & guide them for day-to-day activities of customer service
  • Collaborate with sales, operations & customer service team
  • Overview order management & execution – (Domestic / Export) in system
  • Monitor day-to-day activities required to be performed by the CS team for export & domestic transactions & achieve monthly sales target set for business
  • Understanding of export documentation requirement & accordingly guiding team
  • Measure performance by delivering orders with 98% CDI by ensuring zero COPQ (cost of poor quality)
  • Lead set process automation & ERP system adherence – leading by example
  • Handling customer feedback received in a structured manner leading to improvement in service & ultimately the NPS
  • Conducting regular training sessions for team members
  • Working & adhering to internal as well as external SLAs
  • Identifying to upsell & cross-sell additional products or services to customers based on their needs & preferences maximizing sales & revenue
  • Handling internal & external complaints raised on services levels & appropriately addressing & closing with CAPA

Requirements:

  • Bachelor’s / Master’s degree in technical or commercial education
  • Work experience around – 8-10 years
  • Experience in leading team
  • Hands on experience in SAP – SD module
  • Salesforce experience preferred
  • Supply chain specific certification- if any
  • Experience in handling & lead time
  • Well versed with domestic as well as export transactions, expert in LC reading & understanding & processing documents
  • Process oriented mindset & ability to lead
  • Strong team influencing skills & understanding business priorities
  • Excellent communication skills
  • Customer support skills
  • Strong analytical skills
  • Conflict management
  • Ability to persuade team through effective communication & strong collaborations skills – to manage internal and external stakeholders
  • Exhibition of strong work ethic & responsiveness to facilitate excellent customer experience

Nice to have:

  • Salesforce experience preferred
  • Supply chain specific certification- if any

Additional Information:

Job Posted:
February 14, 2026

Expiration:
March 07, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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