Customer Service Manager

Job Title: Customer Service Manager

Department: Customer Service / Operations

Location: Mumbai

Must-Haves

· 6–8 years of experience in customer service / client servicing, with significant experience in 3PL, logistics, warehousing or supply chain operations.

· Strong experience handling large B2B / key customer accounts and senior customer stakeholders.

· Hands-on understanding of warehouse, transportation, order processing, inventory and distribution operations.

· Proven experience managing customer escalations, SLAs, service reviews and operational issues.

· Experience leading and managing a customer service team.

· Strong understanding of logistics documentation, billing coordination and ERP/WMS/TMS systems.

· Excellent communication, negotiation and stakeholder management skills.

· Strong analytical ability with experience in MIS, KPI tracking and service performance reporting.

· Ability to work closely with Operations, Warehouse, Transport, Finance and Commercial teams.

· Strong ownership of customer satisfaction, service quality and issue resolution.

Key Responsibilities

1. Customer Relationship Management

· Own relationships with key customers and act as the primary escalation point for service-related matters.

· Understand customer requirements, SLAs, operational expectations and commercial commitments.

· Conduct regular customer reviews and track service performance against agreed KPIs.

· Build strong, long-term relationships with customers and identify opportunities to improve service delivery.

· Handle escalations and ensure timely resolution in coordination with internal teams.

2. Order & Logistics Coordination

· Oversee end-to-end coordination between customers, warehouse, transport and operations teams.

· Ensure timely order processing, dispatches, deliveries and shipment updates.

· Monitor operational issues, delays and exceptions and ensure proactive communication with customers.

· Ensure customer instructions and service requirements are accurately communicated to the relevant teams.

· Maintain visibility on order, inventory, dispatch and delivery status.

3. Customer Service Operations

· Lead the customer service team and establish clear processes for handling customer queries, requests and escalations.

· Monitor response and resolution timelines and ensure adherence to defined SLAs.

· Review recurring customer issues and drive corrective and preventive actions.

· Standardise customer communication, documentation and reporting processes.

· Ensure accurate maintenance of customer records and service documentation.

4. MIS & Performance Management

· Prepare and review daily, weekly and monthly customer service and operational reports.

· Track KPIs including SLA adherence, order processing, on-time delivery, response time, resolution time, complaints and customer satisfaction.

· Analyse service performance and identify gaps requiring operational intervention.

· Present customer performance and key issues to management through regular reviews.

5. Billing & Commercial Coordination

· Coordinate with Finance and Operations to ensure accurate and timely customer billing.

· Verify billing inputs against contracts, work orders, service records and operational data.

· Support resolution of billing discrepancies and customer queries related to invoices.

· Track outstanding customer issues impacting billing and collections.

· Coordinate on customer quotations, rate revisions and service agreements where required.

6. Documentation & Compliance

· Ensure accuracy and completeness of shipment and customer documentation, including PODs, invoices, e-way bills and related logistics records.

· Ensure customer and operational data is accurately maintained in ERP/WMS/TMS systems.

· Maintain proper records for customer reviews, audits and internal reporting.

· Ensure adherence to company processes and customer-specific documentation requirements.

7. Team Management

· Lead, mentor and manage the customer service team across assigned accounts.

· Allocate responsibilities and monitor individual and team performance.

· Train the team on customer processes, systems, communication and escalation handling.

· Build a proactive customer service culture focused on responsiveness and resolution.

8. Cross-Functional Coordination

· Work closely with Warehouse, Transport, Operations, Finance, Sales and Commercial teams to resolve customer requirements.

· Coordinate internally on capacity, dispatches, inventory, transportation and billing issues.

· Ensure customer commitments are understood and delivered across functions.

· Drive cross-functional resolution of recurring service issues.