Customer Success Manager

Job details

Job Description: Majestic Cookware, a partnership-stage consumer goods manufacturer based in Gujranwala, seeks an experienced Customer Success Manager to own customer relationships for its cookware product lines. This on-site role sits at the intersection of production, quality assurance, warehousing and local distribution and requires a proactive, customer-focused leader who can translate operational realities into reliable service for wholesale and retail customers. • Serve as the primary point of for assigned customers, ensuring timely order fulfilment, accurate product delivery and resolution of post-delivery issues. • Coordinate with production, quality control and packing teams to prioritize customer orders, communicate lead times, and manage expectations for custom or bulk requests. • Monitor order status, inventory levels and shipment schedules; trigger internal actions to prevent stockouts or delayed deliveries. • Own customer onboarding and handover processes, including product training, documentation of specifications and initial quality acceptance procedures. • Investigate and resolve quality complaints by liaising with the QA team, documenting root causes and driving corrective actions to prevent recurrence. • Prepare regular customer performance reports (delivery performance, returns, complaints) and present improvement plans to both customers and internal stakeholders. • Work with sales support and warehousing to streamline returns, replacements and warranty claim workflows to minimize customer disruption. • Collect structured customer feedback and market intelligence to inform product improvements, packaging changes and service enhancements. • Drive customer retention initiatives and identify upsell or cross-sell opportunities in coordination with commercial leadership. Successful candidates will be comfortable working on-site at a manufacturing facility, communicating across functional teams, and maintaining meticulous records to support operational decision-making and strong customer outcomes.Job Specification: • 3+ years of customer-facing experience in FMCG, manufacturing or distribution environments, preferably handling B2B accounts. • Strong understanding of production scheduling, quality assurance processes and warehouse operations. • Proven ability to manage order lifecycles, logistics coordination and stock control to meet customer SLAs. • Excellent verbal and written communication in English and Urdu; able to create clear customer reports and internal action plans. • Problem-solving skills with experience conducting root-cause analysis and implementing corrective actions with cross-functional teams. • Familiarity with basic ERP or inventory systems for tracking orders and stock; competency with Excel for reporting and analysis. • Customer relationship management skills: negotiation, expectation management and conflict resolution. • Organizational skills to handle multiple accounts, prioritize urgent requests and maintain accurate documentation.