Service Manager
Confidential- Posted 2 hours ago
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Job Description
Service Manager (Deputy Manager / Manager) – Client Servicing
Locations: Pune | Ahmedabad | Bangalore
Department: Client Servicing / Customer Servicing
Reports to: Regional Business Head
Experience: 6-10 years
About the Role
We're looking for a customer-centric, relationship-driven Service Manager to manage a portfolio of existing and transactional customers in an assigned region. You will strengthen customer relationships, understand business requirements, resolve concerns through cross-functional collaboration, gather market intelligence, and help customers get maximum value from our products and services.
Key Responsibilities
Customer Relationship Management
- Manage and nurture relationships with assigned existing and transactional customers through regular visits and business reviews.
- Act as the primary point of contact for service-related concerns and build long-term partnerships.
Service Excellence
- Coordinate with internal teams to ensure timely issue resolution and proactively address service gaps.
- Ensure customers receive timely support and value-added services.
Customer Experience
- Gather customer feedback, identify improvement opportunities, and enhance overall customer satisfaction.
Demand & Market Intelligence
- Capture customer demand forecasts and market insights, and keep CRM systems updated.
- Share insights with the Sales, Category, Operations, and Supply Chain teams.
Business Growth Support
- Identify cross-selling and upselling opportunities while supporting customer retention initiatives.
Process Improvement & Reporting
- Recommend process improvements based on customer feedback.
- Maintain visit reports, CRM updates, and action trackers.
Who You Are
- 6-10 years of experience in Customer Service, Client Servicing, Key Account Management, or B2B Relationship Management.
- Strong stakeholder management, communication, and analytical skills.
- Hands-on experience with CRM platforms (Salesforce preferred).
- Proficient in Microsoft Excel and PowerPoint.
- Willing to travel across the assigned region.
Preferred industries: Steel, Manufacturing, Industrial Products, Building Materials, Metals, B2B Distribution, Supply Chain
Education: B.Tech (mandatory); MBA preferred
Key Competencies
Customer Relationship Management • Client Servicing • Service Excellence • Stakeholder Management • Demand Forecasting • Problem Solving • Communication • CRM Management • Process Improvement
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