Customer Service - Team Leader - General Machinery

Job description

• To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;
• Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.
• Actively work with CS team and Segment team in reaching BU targets
• Elimination of errors in order execution and process improvement. Risk management by being vigilant on the CS team day today activity
• Create and update Product and Customer Master
• To handle customer complaints and collect customer voice. Proactively drive new and innovative ideas for improving and simplifying existing processes and efficiency optimization.
• Provide Value Added Service solution according to customer s specific requirements, deep dive the root cause to provide better solution which may exceed customer s expectation;
• Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan
• Ensure Quality Process compliance and review at regular intervals
• Manage few large/strategic accounts independently
• Ensure continuous development and improvement of team members using Manage, Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team.
• Improve customer experience using various digital, automated and innovative solutions.

Skill Set

• Experience in handling key & critical customers accounts and business units (end to end)
• Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.
• Experience in leading and coaching CS Team
• Stakeholders Management & Collaborative approach
• Problem Solving

KPIs

• TAT - Response to customer.
• Order management - on time delivery.
• Customer Complaint Handling
• Meet business targets and nos
• Deployment of tools & Processes
• Reducing order execution errors Quarter on Quarter
• Development and Training Plan for Team

Education & Experience

• Minimum 10 years of strong experience in any of the areas of Customer Service, Sales or Supply chain
• Candidates must preferably have bachelor s degree. Post-graduation in Management will be an added advantage
• A strong process orientation with prior experience in leading process improvement projects and initiatives
• High level of proficiency with existing systems and processes
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.