Customer Relationship Management & Business Development Build and maintain strong, long-term relationships with key customers Identify opportunities to enhance customer experience and support business growth Act as the main point of escalation for customer concerns Order Management & Coordination Oversee the end-to-end order management process Coordinate with internal departments to ensure timely and accurate order fulfillment Tracking & Customer Support Monitor shipments/orders and provide proactive updates to customers Ensure prompt and effective resolution of inquiries and issues Billing & Invoicing Supervise billing processes to ensure accuracy and timeliness Address customer queries related to invoices and payments Leadership & Team Development Lead, coach, and develop the customer service team Set clear objectives and KPIs, and drive team performances Collaboration with Operations Work closely with operations and logistics teams to ensure service excellence Align customer service activities with operational capabilities Reporting & Performance Analysis Prepare regular reports on customer service performance Analyze KPIs and customer feedback to identify trends and improvement areas Process Improvement Identify inefficiencies and implement process enhancements Drive initiatives to improve service quality and customer satisfaction