Toll Group Hiring for Manager – Customer Service at Gurgaon Full Time

At Toll, we do more than just logistics – we move the businesses that move the world. Our 20,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 25 countries, and a forwarding network spanning 150 countries.

As a Manager – Customer Service, you will:

• Communicate and roll-out the Implementation of Key Customer Business process SOP and KPI deliverables.
• Ensure accurate, complete and on-time communication to internal & external customers and vendors to meet high level of customer satisfaction.
• Carry out an assessment of the customer complaint log, periodic customer feedback and review success levels of continuous service Improvement. First point of interface for external & internal customers, overseas partners.
• Engage with local & overseas sales to implement standard SOP with key KPIs for each customer before execution. Execute shipments seamlessly & pro-actively right from sending routing order to payment collection.
• On time Track & trace of each shipment and proactive communication to customers & origin offices as applicable. To update local & overseas office – as required on each key event.
• To assess potential service issues, failures proactively and promptly working towards solutions including involving escalation points as required.

To be successful in this role, you will need:

• Ensure customer payment outstanding is checked & pro-actively followed to support station DSO objectives. Timely follow up for security amounts deposited with carriers.
• Visit customers jointly with sales team & other colleagues as required as a part of SOP implementation process, assessing service standard being rendered to customers & their satisfaction level.
• Identify gaps in process, execution & servicing (through self-reviews/ customer feedbacks/complaints and work towards filling them up as a part of continuous improvement KPI.
• Manage customer complaints (reference surveys/by emails) / improvements and document with self/HOD & RGM’s acknowledgements (email or letters) all for management reviews and future reference.
• Sending out DSRs / Reports to customers regularly as agreed with or communicated to the Customer.
• Preparing shipment files (docket) with completeness & accuracy and to ensure required shipment documents are attached & docket information is complete as per requirement.

Be Connected

With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great – it’s what makes our possibilities endless.

Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities.

To find out more about us visit www.tollgroup.com/careers

You must be entitled to work in India and be prepared to undertake pre-employment checks including a criminal history check and medical.