Customer Service Manager

Role & responsibilities

1. Vendor Onboarding:

• Manage endtoend vendor onboarding, including eligibility checks, documentation collection, agreement coordination and internal approval workflows.
• Ensure all vendor records are accurately created and updated in internal systems as per company compliance requirements.
• Collaborate with legal, finance and operations teams to validate vendor credentials before activation.

2. Quotes Discussion & Negotiation:

• Coordinate with vendors to obtain competitive quotations, ensuring clarity in scope, pricing, deliverables and timelines.
• Evaluate quotes using costbenefit analysis and engage in negotiation to secure the best commercial and operational value for the organization.
• Prepare comparative statements and recommendation notes for management approval.

3. Letter of Intent (LOI) Preparation & Issuance

• Draft, review and issue LOIs to shortlisted vendors after commercial and operational finalization.
• Ensure LOIs comply with organizational policies and reflect agreed terms and responsibilities.
• Maintain proper version control and documentation for audit and reference.

4. Vendor Audit Coordination

• Conduct periodic vendor audits to ensure operational, financial, and compliance adherence.
• Track audit observations, coordinate corrective action plans, and ensure timely closure of non-compliances.
• Maintain audit records and provide reports to management as required.

5. Vendor Updates:

• Update vendor profiles, service details, compliance documents, banking information and performance metrics in organizational internal portals.
• Ensure data accuracy, consistency and timely updates to support internal stakeholders such as operations, finance, and compliance teams.
• Coordinate with vendors and internal finance teams to review and validate LTDS documents submitted.
• Ensure timely application and verification of LTDS to avoid excess tax deduction.
• Maintain records of all LTDS certificates and monitor expiry/renewal timelines.
• Ensure applicable TDS deductions are accurately applied as per statutory guidelines.
• Coordinate with finance teams for timely TDS processing, reconciliation, and certificate issuance (Form 16A).
• Address vendor TDS queries and support resolution of discrepancies.

6. Obtaining No Due Certificate (NDC) from Providers

• Follow up with providers to obtain NDC confirming closure of financial obligations and pending dues.
• Validate outstanding payments, ensure alignment with finance records, and document final NDCs for audit and vendor offboarding.
• Maintain an NDC tracker for compliance and transparency.

Preferred candidate profile

7. Excel & Reporting Skills

• Prepare dashboards, trackers and management reports using advanced Excel functions (VLOOKUP/XLOOKUP, Pivot Tables, Power Query, etc.).
• Analyze vendor performance, cost trends, outstanding payments and audit outcomes through structured Excel models.
• Automate repetitive reporting tasks to improve accuracy and efficiency.