Sales Manager/Assistant Manager - Customer Operations

Job Purpose

Lead Customer Operations by owning the customer relationship throughout the end-to-end Orderto-Cash (O2C) process while delivering excellent customer experience, commercial administration, pricing governance, and service excellence.

Responsibilities

1. Lead the Customer Operations team and serve as the overall owner of customer experience, service excellence, and end-to-end Order-to-Cash (O2C) operations.

2. Oversee customer onboarding, customer master data management, contract administration, and pricing governance to ensure accurate and timely customer setup.

3. Own customer experience throughout the O2C process by ensuring seamless order fulfilment, proactive communication, and effective issue resolution.

4. Lead customer business reviews and service performance meetings to strengthen customer relationships, review service performance, and identify improvement opportunities.

5. Monitor customer service performance, customer health, retention risks, and customer satisfaction metrics, and develop action plans to improve customer loyalty and business

continuity.

6. Lead the management of customer escalations by coordinating cross-functional teams to resolve service issues, implement corrective actions, and prevent recurrence.

7. Collaborate closely with Sales, Order Management, Supply Chain, Finance, Quality, Regulatory Affairs, and other stakeholders to ensure customer requirements and service

commitments are consistently achieved.

8. Establish, monitor, and drive customer service KPIs, Service Level Agreements (SLAs), and continuous improvement initiatives to enhance operational performance and

customer satisfaction.

9. Ensure compliance with customer contractual requirements, regulatory documentation, quality standards, and internal governance while identifying opportunities to improve

operational efficiency.

10. Lead, coach, and develop the Customer Operations team to build a high-performing, customer-centric culture, and perform any other duties and responsibilities assigned by the

Immediate Superior.

Qualification and Experience

1. Bachelor's Degree in Operations Management, Supply Chain, Business Administration or related field.

2. Minimum 8 years experience in Order Management, Sales Operations or Supply Chain Operations.

3. Strong understanding of O2C processes, ERP systems and logistics coordination