Experience
10 - 15 yrs
Job Location
Pune, India
Vacancy
1
Designation
Customer Care Manager
Job Type
ONSITE
Job Description
This Position reports to:
Regional Commercial Operations Manager Your role and responsibilities
In this role, you will be responsible for overseeing customer care excellence across the region by managing end-to-end order fulfillment, service performance, and process improvement initiatives. The role requires a combination of operational leadership, customer focus, data-driven decision-making, and cross-functional collaboration to deliver a high-quality customer experience and support business growth.
The work model for the role is: #LI- Hybrid
This role is contributing to the MachineAutomation Division -BR in Pune region in India.
You will be mainly accountable for:
- Establish, monitor, and manage regional P2I KPIs and service level targets to ensure operational excellence and customer satisfaction.
- Track and analyze order processing cycle times, invoice accuracy, payment timelines, and other key performance indicators to enhance efficiency.
- Prepare and present monthly performance reports and insights to regional and functional leadership, highlighting progress and improvement opportunities.
- Identify process gaps and performance bottlenecks, implementing corrective and preventive actions to support continuous improvement initiatives.
- Manage customer requests end-to-end by coordinating with internal stakeholders to ensure timely resolution of order changes, order fulfillment, expediting requests, credit management, account blocks, suspensions, and related activities.
- Collaborate closely with Headquarters and manufacturing teams to ensure on-time delivery and effective supply chain coordination.
- Manage the adoption and implementation of digital tools, including order automation, e-commerce platforms, and customer portals, to improve productivity, process quality, and customer experience.
- Review operational statistics, OTIF performance, and other relevant metrics, taking timely actions to optimize processes, improve service levels, and enhance overall business performance.
Qualifications for the role:
- B.E./B.Tech in Electronics, Electrical, EEC, or a related engineering discipline.
- 10+ years of experience in Order-to-Cash, Customer Care, Commercial Operations, Sales Operations, or related functions within global or matrixed organizations.
- Strong experience with ERP systems, order management processes, and business process improvement initiatives to improve operational excellence and customer satisfaction.
- Extensive skill in end-to-end order handling, including order fulfilment, customer request management, credit processes, and service performance monitoring.
- Experience collaborating with cross-functional and international teams across Austria, Japan, Korea, India, Singapore, and Southeast Asia to ensure seamless operational execution.
- Well-developed analytical, stakeholder management, and communication skills, with the ability to leverage performance metrics and KPIs to support continuous improvement.
- Fluency in English is mandatory; proficiency in a Southeast Asian language, Korean, or Japanese is an advantage.
- Willingness to travel within India as per the need of the project.