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- Drive effective customer service and delivery by liaising between Customer, Sales and Delivery organizations
- Work with Focus Account and Standard account Sales Managers to ensure execution of Account Plans
- Ensure all contracted requirements as per the SLAs are being executed smoothly by the operations team
- Collaborate with Account Managers for Business Reviews with customers for business continuity
- Ensure customer requests and additional logistics requirements are fulfilled consistently and timely
- Generate mining leads (opportunities) for the Focus Account and Standard Account sales managers
- Manage customer escalations and drive recovery plans for immediate resolutions
- Work with respective Account Managers to shorten Days Sales Outstanding
- Develop pro-active business retention and growth plans that enhance margins
- Track and monitor cost savings in collaboration with Operations teams
- Accountable for tracking and managing account profitability
- Identify root causes to take direct actions and/or liaise & track other functions to ensure adherence to delivery SLAs
- Will own the control tower operations & analyze reports received from control tower for improved delivery
- 5+ years of experience in working in logistics operations
- Knowledge of principles of supply chain management
- Experience in customer support / service delivery teams in logistics services
- Well developed people management skills; ability to lead and inspire teams to accomplish objectives
- Strong analytical and problem-solving skills; both short-term/tactical and long-term/strategic
- Customer Service Management
- Cross functional team management
- Problem solving
- Delivery governance of focus accounts
- Enhance customer satisfaction
- Minimize customer escalations
- Manage Control Tower Operations
- Number of escalations resolved
- Issue resolution TAT
- Leads generated through existing accounts
- Account CSAT
Customer Relationship Manager - Chennai, India - DP World
Description
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Job Description
Drive effective customer service and delivery by liaising between Customer, Sales and Delivery organizations. Work with Focus Account and Standard account Sales Managers to ensure execution of Account Plans. Ensure all contracted requirements as per the SLAs are being executed smoothly by the operations team Collaborate with Account Managers for Business Reviews with customers for business continuity[] . Have established capability of dealing with logistics needs of Chemical industries.
Role and Responsibility:
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KPIs