Service Manager

Job ID:38506
Location: Pune, India
Position Category: Business Support
 

Service Manager

Lloyd’s Register - OneOceanLR

Location: - Pune, India

What we’re looking for 

We are seeking individuals for the role of Service Manager who can serve as the primary contact for both office-based customers and ship-based end users. They are responsible for promptly and accurately resolving order and outfit queries for their assigned customers. Managing the order management lifecycle within customer service level agreements, they actively drive efficiency by encouraging customers to adopt automated order channels and new edition supply options.

The Service Manager ensures proactive management of customer outfits and folios, keeping them aligned with customer needs. They prioritize customer satisfaction by optimizing approval processes and adhering to customer order management requirements, while maintaining proper documentation. Supporting the Customer Success Manager, they assist with order and outfit topics and contribute to onboarding new customers.

Service Managers play a vital role in revenue generation by maximizing order processing opportunities while minimizing errors. They focus on account retention by delivering value through timely query resolution and driving efficiency gains through process automations. They also support the service/subscription renewal process by reviewing annual renewals, providing accurate renewal quotes, and ensuring timely entry of purchase order details for streamlined invoicing. Working collaboratively with sales, support, and development teams, the Service Manager puts the customer first to ensure their success.

 What we offer you 

• Competitive Salary
• The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes. 

The role 

• Take responsibility for day-to-day order and outfit management processes, addressing customer queries promptly and effectively.
• Serve as the main point of contact for customer orders, ensuring accurate compilation of quotations, both in paper and electronic formats.
• Assist in onboarding new customers and setting up outfits, including the supply of initial products.
• Support the annual renewals process, ensuring timely and accurate processing of renewal requests.
• Input orders into the company's systems and generate fleet supplies on a monthly basis or as needed.
• Maintain the accuracy of New Edition subscriptions and vessel outfits.
• Manage the entire process for New Builds, from quotation to delivery.
• Ensure the accuracy and proper maintenance of customer and vessel records.
• Align currency, pricing, and discounts with customer contracts, regularly updating invoice addresses and customer contact information.
• Record and resolve customer complaints efficiently and effectively.
• Possess a thorough understanding of internal and external systems and portals used by suppliers and customers.
• Provide coverage for peers in other pods during their absence.
• Conduct extensive customer liaison through phone and email, delivering prompt and accurate feedback to customer queries.
• Maintain strong product knowledge and understanding to provide informed support to customers.
• Collaborate with the finance team to address any account or debt-related issues.
• Undertake additional tasks as assigned by line management.
• Ensure account cleanliness by maintaining accurate and up-to-date account information.
• Process emergency digital or paper orders for peers in different time zones.
• Supply necessary index information.
• Process terminations as required.
• Actively participate in the "Service Management" knowledge base at the regional and global levels.
• Provide support and assistance in emergency or time-sensitive situations, including on-call or shift duties as needed.
• Fulfill any other duties deemed necessary by line management.

What you bring 

• Strong attention to detail, ensuring accuracy and precision in all aspects of order and outfit management.
• Excellent customer-facing soft skills, allowing for effective communication and the ability to build positive relationships with customers.
• A strategic understanding, enabling you to grasp the bigger picture and align order and outfit management activities accordingly.
• Commercial understanding, recognizing the business implications and opportunities within the order and outfit management processes.
• Exceptional communication skills, including active listening, persuasive presentation, and strong written and verbal communication abilities at all business levels. Proficiency in English is mandatory, with a preference for Dutch and Mandarin. Fluency in other languages is considered an asset.
• Customer-focused urgency, demonstrating a prioritization of customer needs and a commitment to delivering prompt and efficient solutions.
• Self-motivation and energy, displaying enthusiasm and drive in carrying out order and outfit management responsibilities.
• Strong teamwork skills, actively collaborating with colleagues and stakeholders to achieve common goals.
• Expertise in problem and query management, effectively addressing and resolving issues that arise during the order and outfit management process.
• Knowledge of the shipping/marine industry is an asset, providing valuable context and understanding within the role.

About us 

OneOceanLR is the digital solutions platform providing actionable intelligence to maritime professionals worldwide.

As an integral part of Lloyd’s Register, we exist to create a seamless connection between each and every vessel and voyage, stakeholder and supply chain to truly unite  the digital journey between ship and shore.

Our easy-to-use, secure platform brings market-leading compliance, management and performance software together to help shipowners, operators, charterers and crew drive stronger growth and efficiency in a safe, sustainable way.

With years of global maritime expertise, innovation and experience across 22,000 vessels, we aim to be the most trusted digital platform for enhancing people, profits and the planet.

Be a part of 

Lloyd’s Register is wholly owned by the Lloyd’s Register Foundation, a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education. For a thriving ocean economy, Lloyd’s Register colleagues and Lloyd’s Register Foundation work together to fund research, foster industry collaboration and develop action-oriented solutions to make the world a safer place. 

Want to apply 

We hire people with a wide variety of skills, experience, and backgrounds. This includes people with disability, women, people identifying as LGBTIQIA+, culturally and linguistically diverse people, careers, and other varied groups. 

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you. 

If you don't tick every box in these ads, please don't rule yourself out. We focus on hiring people who share our goal of working together for a safer, sustainable, thriving ocean economy. 

We care, we share, we do the right thing.

If you have further questions about this role, please contact us at careers@lr.org and we will respond to you as soon as possible.

Diversity and Inclusion at Lloyd's Register:

Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

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The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment. (Group entities)