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.
· Solid 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 accurat

📌 Customer Service Manager (Mumbai)
🏢 Accex Supply Chain
📍 Mumbai