01Overview
Job Title: Order Management
Location: Gurgaon
Shift: Day/Night
About the Company : Join a leading global e-commerce organization that specializes in providing customized print technology solutions and operates across the US, UK, Australia, and Canada. We are an industry forerunner with a robust presence in the business-to-business and business-to-consumer markets, delivering a diverse range of products and services that cater to both corporate clients and individual consumers.
Role Summary : We are on the lookout for an accomplished Account Management Representative with a minimum of 8 years of extensive experience in the e-commerce sector, particularly serving US, UK, Australian, and Canadian markets. The role demands a candidate with a proven track record of managing high-value corporate accounts, such as those of American Express, and leading qualified teams to deliver exceptional customer service and account growth.
Key Responsibilities
- Oversee a team of account management professionals, ensuring the delivery of premium customer service and the achievement of retention and growth targets.
- Develop and sustain solid relationships with key decision-makers across a portfolio of high-profile accounts, driving revenue and ensuring compliance with service agreements.
- Manage complex customer queries, issue resolution, and service enhancements by leveraging advanced CRM and telephony systems.
- Utilize analytical skills to interpret data trends and provide insights for strategic decision-making, with a mastery of Power BI and Excel.
- Design and deliver comprehensive training programs to enhance team capabilities and drive performance.
- Drive the adoption of AI technology within the account management process to streamline operations and improve customer engagement.
- Implement and maintain e-commerce platforms, ensuring seamless order management, fulfillment, and quality control.
- Work closely with internal stakeholders, including Business Development, Design, Production, and Technology teams, to deliver cohesive customer solutions.
Requirements
- Educational Qualification: Bachelors Degree in Business Administration, Marketing, or a related field. Masters degree preferred.
- Experience
- At least 8 years of experience in account management within the e-commerce industry.
- Experience managing corporate accounts for American or international clients, particularly in the financial services sector.
- Proven experience in a contact centre environment, leading and managing teams.
- Technical Skills
- Expertise in Power BI and advanced Excel for data analysis and reporting.
- Proficient with AI technology and adaptive CRM systems.
- Familiarity with modern telephony systems and their integration with customer service operations.
- Behavioural Skills
- Exceptional communication and interpersonal skills.
- Strong analytical and problem-solving capabilities.
- Strategic thinking with an ability to lead team initiatives.
- High level of adaptability to new technologies and changing business needs.
- Demonstrated leadership and team management skills.
- Commitment to continuous improvement and professional development.
What We Offer
- A competitive salary package with performance incentives.
- Opportunities for professional growth and leadership development.
- A dynamic and supportive work environment.
- Access to cutting-edge technology and tools.
- The chance to work with a diverse, global team. .
