Imran Mulani

Customer Service Manager @SKF ISEAM

IN

Lead Customer Service Department at Industrial Distribution Segment II Responsible for Business Growth, Order Management & Customer Experience.Primary goal is to ensure that customers receive the best service and support. This translates to happy customers who grow with organization\'s growth.Key responsibilities:Enabling the service team to provide an excellent, customer-centric experience by holding the team accountable and removing roadblocks.Having a deep understanding of the company\'s products and services.Managing escalated issues.Monitoring the team\'s performance and reporting on critical metrics.Iterating ways to improve performance, efficiency, and efficacy based on customer feedback.Providing insights from customer data to marketing and sales. This information can help grow the organization and reduce churn.Troubleshooting in purchase processes and derivation of possibilities for enhancement.Monitoring and evaluation of all order issues.Process import as well as export orders and the respective shipping processes with prioritization of different shipments.Ensuring an appropriate order flow with the compliance to organizational policies.Cooperation with the finance department to resolve invoice and pricing issues.Management of the communication with the sales department and customers.Monitoring and evaluation of all orders and sales processes as well as preparation of order reports.

Indian School of Business Management

MBA

Pune University

B.Com

Audyogik Tantra Shikshan Sanstha

Diploma in Computer Application, Information Technology