Customer Support Manager

Responsibilities:
Analyze existing customer success processes and workflows.
SPOC for overseas Customer Service. Coordinating with and following up with the marketing team (KAM) for artwork and PO also supports the Sales team in achieving revenue targets.
Will act as a single point of contact and maintain strong relationships with clients. If required, he/she must visit customers.
Collect feedback from customers and identify the areas of improvement.
Coordinate with the internal and external teams:
Coordinating with overseas customers about artwork approval, schedule, execution of order, dispatch, delivery time, MIS, stock, and initiating reorders.
Extend the coordination to the internal team like IT, Product, Estimation, and Production for new product launches and support.
Working closely with the tendering team and supporting export tender documentation and submission.
Correlation with the accounts department for proper documentation, billing, and payment follow-up.
Prepare regular reports of progress and forecast the potential business to internal stakeholders using key account metrics. Also maintain and report job/customer-specific MIS.
Implement and manage all parts of the client experience - Entry, service, liaison, exit, and transition, within the area of responsibility.
Resolve any issues and problems about service, quality, and dispatch faced by customers and deal with complaints to maintain trust and long-term relationships.
Develop and execute strategies to drive customer satisfaction, loyalty, and retention rates.
Continuous Product improvisation as per industry trends.
Ensure quality of practice meets contractual requirements, legal obligations, and organizational policy and procedures.
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 reports 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.

Experience
2-6 yrs