-Create a value-added customer service experience for customers and stakeholders in the South Zone .-Enhance current systems and processes to ensure seamless customer service.-Closely work with internal stakeholders such as Planning, Logistics, Procurement, and Sales to ensure customer service meets defined SLAs and Charter.-Set goals and key performance indicators for the customer service organization in the South Zone .-Supervise, review, and manage the customer service function.-Conduct customer service experience reviews with key customers to enhance service propositions.-Work closely with the IT function to enhance the system capabilities of the customer service organization.-Regularly interact with stakeholders to understand and address any concerns related to customer service.-Facilitate and improve the interface between the customer service organization and relevant functions.-Review the production plan for all manufacturing goods in the South Zone .-Review the plan for all traded goods in the South Zone .-Review stocks and inventory to ensure seamless deliveries for the South Zone .-Resolve day-to-day queries escalated from customer service executives and other stakeholders.-Responsible for the hiring, training, and development of customer service representatives in the team.-Manage and coordinate the customer service team.-Create Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs)



to ensure high standards of customer service.-Enhance the overall customer experience and customer order journey.Key Performance Indicators:-Manage end-to-end customer service for the South Zone .-Achieve KPIs as defined under Streamline (Customer Satisfaction Index, Production Schedule Adherence, Stock Record Accuracy, Lost Orders %, Forecast Accuracy)-Achieve the targeted Net Promoter Score.-Ensure adherence to SLAs and CS charter (T-A-T statistics).-Implement process improvements in the customer service experience.-Gather feedback from internal stakeholders.-Reduce the number of service-related complaints.-Address and close complaints within T-A-T A 360-year young organization with robust pillars on value system and customer centricity, Saint-Gobain employs

176,000 people across 64 countries with over 90 nationalities. A fortune 500 company, Saint-Gobain is recognized among the 100 most innovative and 100 most sustainable corporations on earth. Saint-Gobain has pioneered several Products, Marketing, Manufacturing, Application, Sustainability, Human Resources Innovations, Knowledge, and Skill Development that helped in the emergence of product differentiation and segmentation in the industry.

In India we are today a community of united entrepreneurs who believe talent is infinite and can continuously shape the future, every day.

The strategy of responsible growth is guided by the Saint-Gobain Group’s purpose, “MAKING THE WORLD A BETTER HOME”, which responds to the shared ambition of everyone in the Group to act every day to make the world a more beautiful and sustainable place to live in.

📌 Manager - Customer Service (Bengaluru)
🏢 GYPROC
📍 Bengaluru