Customer Services Manager

Qualifications Bachelor’s degree in business, Management, Marketing, or related field; Customer Service or process improvement training is an advantage. 8+ years of progressive Customer Service, Order Management, or Order-to-Cash experience, preferably in FMCG, with atleast 3 years in a people-management role. Strong expertise in customer relationship management, order management, complaint and escalation handling, service-level and KPI management, process improvement, and cross-functional collaboration. Proficient in ERP/customer service systems, preferably SAP, with strong analytical, reporting, communication, negotiation, and problem-solving skills. Responsibilities Customer Focus, Drives Results, Builds Effective Teams, Decision Quality, Collaboration, Customer Service Management, Order-to-Cash, Complaint & Escalation Management, KPI Management, and Continuous Improvement. Lead the Customer Service operating model, ensuring timely, accurate, and compliant order management and issue resolution. Build strong relationships with key customers, distributors, Sales, and internal stakeholders. Resolve customer concerns and escalations while ensuring effective communication and follow-through.