Manager – Customer Support

Nature Bio Foods BV (a subsidiary of Nature Bio Foods Ltd India.- is pioneer in organic business in Europe and US ) emerged as a trustworthy & innovative global leader in providing authentic organic ingredients to the world of consumers by creating a holistic, integrated & sustainable business model that inspires, promote & supports thousands of farming families across the world. Nature Bio Foods is well recognized worldwide for its long years of remarkable performances, quality products and trustworthiness. Nature bio foods is certified with Skal , Naturland, BioSuiss, Demeter , Fairtrade and many other Standards of Organic and Sustainability . Nature Bio Foods conducts Processing , Packaging Cleaning , Co2 treatment and Warehousing operations out of Maasvlakte , Rotterdam and some third party operations out of many countries in Europe..

Department: Customer Support
Reports To: Head – Customer Support

Position Summary:

The Manager – Customer Support is responsible for leading and managing the customer support function to ensure exceptional service delivery, high customer satisfaction, and efficient resolution of customer queries and issues. This role oversees daily support operations, develops service strategies, and ensures adherence to service standards and timelines.

Key Responsibilities:

• Key Account Management
• – Coordinate the entire supply chain process (SCM)
• – Coordinate with the ‘Quality Team’ for any product related issues and escalations from the customers
• – Up-sell new products to existing customers
• – Represent the company at various ‘Food Festivals’ and related conferences, Carved out a roadmap for exhibitions across USA and Europe
• – Coordination with internal departments to ensure timely response to customers
• – Hold weekly reviews with the team to ensure that the team is aligned on priorities and all the needed activities completed.
• – Facilitate communication between Key partners, Sales, Marketing and Operations regarding order status, product availability and delivery.
• – Responsible to create Service and Support agreement, Post Sales Service and Support. Work with multiple teams to understand the business requirements and coordinate to resolve the issues
• – Request tracking and closure – ensures the end to end and proactive ownership of requests assigned.
• – SLAs of End to end TAT and Accuracy would be critical parameters of performance.
• – Manage exports to international customer locations
• – Manage and track the product stock and inventory

Required Qualifications & Skills:

• Bachelor’s degree in Business or related field required; Master’s degree preferred.
• 5 years of experience as Sr. Executive/ Assistant Manager, or similar relevant position required. (Ten years of total experience)
• Excellent verbal and written communication skills.
• Excellent interpersonal and negotiation skills with a proven ability to create and maintain working relationships
• Positive working relationships with other departments.
• Strong supervisory and leadership skills.
• Excellent organizational skills and attention to detail.
• Thorough understanding of company products and logistics.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• SAP Knowledge

Timings:- 11:30 am to 08:30 pm (April to Oct), 12:00 pm to 09:00 pm (Nov to March) – EU Shift

Workings Days : 5 days a week (in office) + Sat (WFH if req)

Salary Upto: 12 LPA

Location : Gurugram Sec 15

Please share your CV directly with our recruitment representative Ginni Sachdeva, her email id is – ginni.sachdeva@naturebiofoods.organic