Positions:2 Full Time
Key Responsibilities
1. Analyze existing customer success processes and workflows.
2. 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.
3. Will act as a single point of contact and maintain strong relationships with clients. If required, he/she must visit customers.
4. Collect feedback from customers and identify the areas of improvement.
5. 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.
· 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.
6. Prepare regular reports of progress and forecast the potential business to internal stakeholders using key account metrics. Also maintain & report job/customer specific MIS.
7. Implement and manage all parts of the client experience – Entry, service, liaison, exit and transition within the area of responsibility.
8. Resolve any issues and problems about service, quality, dispatch faced by customers and deal with complaints to maintain trust and long-term relationship.
9. Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.
10. Continuous Product improvisation as per industry trends.
11. Ensure quality of practice meets contractual requirements, legal obligation and organizational policy and procedures.
12. 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.
- Manage CRM, internal and external communications.
- Branding and image building.
- Handle any other responsibilities that may be assigned to you from time to time.
To apply for this job email your details to hrm@cephasconsult.biz