Deputy Customer Care Manager

Key missions of the position:

Manage end-to-end order fulfillment, contract review, customer communication, and execution support for Railway, Metro, Private Rail, and Friction customers, ensuring on-time delivery, customer satisfaction, and business targets.

Responsibilities

• Order Management:
• Manage end-to-end order lifecycle including contract review, order booking, customer acknowledgements, and contract amendments.
• Ensure order accuracy and compliance with commercial, contractual, and business requirements.
• Execution Management
• Coordinate with Sales, Engineering, Operations, Quality, Sourcing, and Finance teams to ensure seamless order execution and on-time delivery.
• Monitor backlog, inspections, dispatches, and revenue realization while proactively resolving execution bottlenecks.
• Customer / Key account manager Coordination:
• Act as the primary point of contact for customers/Key account managers regarding order status, delivery commitments, and operational queries.
• Drive customer satisfaction through proactive communication, timely issue resolution, and effective escalation management.
• System & Reporting:
• Maintain accurate records and provide regular MIS, backlog, delivery, and performance reports.and customer feedback.
• Process Improvement:
• Identify and suggest improvements in the order management process.
• Drive digitalization, automation, and continuous improvement initiatives to enhance operational efficiency and visibility.

• How many years of professional experience in a specific professional area are required for the position?
• 10-12 years of experience in customer service/Care or Order Management or order execution, preferably in railway or industrial sectors.
• Strong understanding of supply chain and customer service operations.
• Proficiency in ERP systems (SAP, Oracle, etc.) and MS Office.
• Proven experience in cross-functional coordination, process improvement, reporting, and customer-focused operations.
• Proficiency in MS Office; knowledge of digital dashboard and digitalization initiatives is an added advantage.