Manager - Customer Service - Industrial Coating/Paints/Building Materials

About the Role:

We are seeking a dynamic and customer-centric professional to join our Customer Service team in the Industrial Coating & General Finish segment. The Deputy Manager will be responsible for managing and nurturing relationships with 3040 key clients, ensuring high service standards, timely issue resolution, and customer satisfaction.

Key Responsibilities:

- Serve as the primary point of contact for assigned customers, ensuring seamless service delivery.

- Manage a portfolio of 30-40 clients, addressing queries, escalations, and service requirements promptly.

- Build strong relationships with customers to enhance satisfaction and retention.

- Collaborate with internal teams (Sales, Operations, Technical) to resolve client concerns and deliver solutions.

- Track, report, and improve customer service metrics in alignment with business goals.

- Support the sales team by identifying service-led upselling/cross-selling opportunities.

- Drive continuous improvements in service processes and customer experience.

Qualifications & Skills:

- Bachelors/Masters degree from a reputed institution.

- 8+ years of customer service/client management experience, preferably in Industrial Coating, Paints, or Building Materials.

- Strong communication, problem-solving, and relationship management skills.

- Ability to handle multiple clients and priorities with efficiency.

- Proficiency in MS Office and CRM tools.