Customer Service Manager

Job description

Role & responsibilities 1. Vendor Onboarding: • Manage endtoend vendor onboarding, including eligibility checks, documentation collection, agreement coordination and internal approval workflows. • Ensure all vendor records are accurately created and updated in internal systems as per company compliance requirements. • Collaborate with legal, finance and operations teams to validate vendor credentials before activation. 2. Quotes Discussion & Negotiation: • Coordinate with vendors to obtain competitive quotations, ensuring clarity in scope, pricing, deliverables and timelines. • Evaluate quotes using costbenefit analysis and engage in negotiation to secure the best commercial and operational value for the organization. • Prepare comparative statements and recommendation notes for management approval. 3. Letter of Intent (LOI) Preparation & Issuance • Draft, review and issue LOIs to shortlisted vendors after commercial and operational finalization. • Ensure LOIs comply with organizational policies and reflect agreed terms and responsibilities. • Maintain proper version control and documentation for audit and reference. 4. Vendor Audit Coordination • Conduct periodic vendor audits to ensure operational, financial, and compliance adherence. • Track audit observations, coordinate corrective action plans, and ensure timely closure of non-compliances. • Maintain audit records and provide reports to management as required. 5. Vendor Updates: • Update vendor profiles, service details, compliance documents, banking information and performance metrics in organizational internal portals. • Ensure data accuracy, consistency and timely updates to support internal stakeholders such as operations, finance, and compliance teams. • Coordinate with vendors and internal finance teams to review and validate LTDS documents submitted. • Ensure timely application and verification of LTDS to avoid excess tax deduction. • Maintain records of all LTDS certificates and monitor expiry/renewal timelines. • Ensure applicable TDS deductions are accurately applied as per statutory guidelines. • Coordinate with finance teams for timely TDS processing, reconciliation, and certificate issuance (Form 16A). • Address vendor TDS queries and support resolution of discrepancies. 6. Obtaining No Due Certificate (NDC) from Providers • Follow up with providers to obtain NDC confirming closure of financial obligations and pending dues. • Validate outstanding payments, ensure alignment with finance records, and document final NDCs for audit and vendor offboarding. • Maintain an NDC tracker for compliance and transparency. Preferred candidate profile 7. Excel & Reporting Skills • Prepare dashboards, trackers and management reports using advanced Excel functions (VLOOKUP/XLOOKUP, Pivot Tables, Power Query, etc.). • Analyze vendor performance, cost trends, outstanding payments and audit outcomes through structured Excel models. • Automate repetitive reporting tasks to improve accuracy and efficiency.