Customer Success Manager

About the role

Majestic Cookware is looking for a Customer Success Manager to own the relationship with its B2B cookware customers in Gujranwala. You will act as the primary liaison between clients and internal production, quality, and logistics teams, ensuring smooth order fulfilment and high satisfaction.

Key responsibilities

• Serve as the main point of contact for assigned customers, handling order placement, delivery tracking and post‑delivery issue resolution.
• Coordinate with production, quality control and packing teams to prioritize orders, communicate lead times and manage expectations for custom or bulk requests.
• Monitor inventory levels and shipment schedules, triggering internal actions to avoid stock‑outs or delays.
• Lead customer onboarding, product training and documentation of specifications and quality acceptance procedures.
• Investigate quality complaints, document root causes and work with QA to implement corrective actions.
• Manage the full order lifecycle, logistics coordination and stock control to meet agreed Service Level Agreements.

Required profile

• Minimum 3 years of customer‑facing experience in FMCG, manufacturing or distribution, preferably B2B account handling.
• Strong understanding of production scheduling, quality assurance processes and warehouse operations.
• Excellent verbal and written communication in English and Urdu.
• Proven ability to handle multiple accounts, prioritize urgent requests and maintain accurate documentation.

Required skills

• Familiarity with ERP or inventory management systems.
• Advanced Excel for reporting and analysis.
• Experience using CRM tools for account management.