Job Description
Posting Start Date: 7/28/26
Offer ID: 2444
Unit: HM Clause
Job Title: Customer Service Manager
Job Location: Hyderabad
Contract type: Permanent
Job Description:
Function
Customer Service
Main Goal
The Customer Service Manager is responsible for leading and developing the Customer Service team to ensure exceptional customer experience, efficient order management, and seamless coordination with internal stakeholders. The role drives operational excellence, ensures compliance with company processes, manages customer-related transactions, and supports business growth through effective service delivery across domestic and export operations.
Job description
Team Leadership & Management
Lead, supervise, and develop the Customer Service team to deliver high-quality customer support.
Delegate responsibilities effectively and ensure workload distribution across team members.
Set clear objectives, service standards, team KPIs, and performance expectations.
Conduct regular performance reviews and implement continuous improvement initiatives.
Customer Service Excellence
Ensure all customer inquiries, requests, and complaints are addressed accurately and within agreed timelines.
Support the team in resolving operational issues related to customer orders and deliveries.
Drive a customer-centric culture focused on responsiveness, accuracy, and service excellence.
Monitor service performance metrics and implement corrective actions when required.
Cross-Functional Coordination
Collaborate closely with Sales, Finance, S&OP, Supply Chain, Sales Planning, and other departments to ensure smooth business operations.
Facilitate effective communication between internal stakeholders and customers to achieve positive business outcomes.
Support business objectives through efficient order fulfillment and customer engagement processes.
Order, Returns & Process Management
Oversee order processing activities and ensure adherence to company policies and procedures.
Ensure regular follow-up on Sales Return processes, including OTP issuance after approval from the National Sales Manager (NSM), until stock is received at the Service Processing Center (SPC) and accounted for.
Ensure IPT transactions are processed with appropriate approvals and supporting documentation.
Maintain proper record-keeping and documentation for all customer service transactions.
Master Data & System Management
Ensure customer master data is maintained accurately and updated with all required information.
Monitor and validate data integrity within ERP (JDE) and related business systems.
Ensure proper stock transfers between C&F locations and designated profit centers.
Export Operations
Guide and support the team in export documentation processes.
Ensure compliance with export regulations, company policies, and statutory requirements..
Financial & Commercial Support
Ensure timely monthly booking of:
Scheme Provisions
Price Difference Provisions
TOD (Turnover Discount) Provisions in the JDE system.
Support the team in calculating and validating customer schemes and discount programs.
Ensure customer-related financial transactions are recorded accurately and timely.
Claims & Loss Management
Ensure customer claims are registered in the Aquarius system and resolved within established timelines.
Oversee replacement processes and ensure prompt execution where applicable.
Ensure Sales loss data is captured and maintained accurately in the system on a monthly and quarterly basis..
Compliance & Continuous Improvement
Ensure adherence to company policies, internal controls, and audit requirements.
Identify opportunities to improve customer service processes, efficiency, and customer satisfaction
What we expect of you
Strong leadership and people management skills.
Excellent customer orientation and problem-solving ability.
Strong communication and stakeholder management skills.
Cross-functional collaboration and coordination skills.
Analytical and data management capabilities.
Attention to detail and process discipline.
Knowledge of ERP systems, preferably JDE.
Ability to manage multiple priorities in a fast-paced environment.
Continuous improvement mindset and strong business acumen.
Skills
Budgets/Cost Control
Work Environment/Safety
Project Management
Product Knowledge
Negotiation Skills
Meeting Management
Job Knowledge
Customer Service
Customer Focus
Global Perspective
Adaptability/Flexibility
Vision and Values
Strategic Thinking/Management
Sense of Urgency
Self Development
Results Focus
Quality
Proficiency in the role
Productivity
Problem Solving/Analysis
Planning
Integrity/Ethics
Decision Making/Judgment
Creativity/Innovation
Hiring
Team Leadership
People Management
People Development
Managing for Results
Managing Performance
Managing Diversity
Managing Conflict
Leadership
Communication
Teamwork
Listening Skills
Interpersonal Skills
Accountability
Respect
Entrepreneurship
Collaboration
Sales Team Support
Sales Goals
Sales Organization
Computer Skills
Technical Skills
Managing Technology
Your benefits and working environment
Career Growth
Diversity and Inclusion
Gender Equality
Employee Wellness
Training and Development
Safer Workplace
Rewards and Recognition
Recruitment process
HM.CLAUSE committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive
Profile Screening
Phone screening
Interviews - 3 rounds
Offer Discussion
Offer Letter Issue
Background Verification
Pre Employment Medical Checkup
Onboarding
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