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.