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Customer Service Manager

8 - 12 yrs
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8,00,000 - 12,00,000 P.A. Openings: 1 Posted 26 days ago Job Applicants: 746 Job Views: 925

Job Description

 
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    Job Title : Manager Customer Service

    Qualifications & Experience :

    Bachelors Degree in Engineering preferred, but will also consider candidates who have a non-engineering major but related to business ( Business Mgmt., BBA etc.)

    8-12 Years experience in Customer Service out of which 5 Years as a Manager



    1. High energy level and self-starter, Very good telephone skills

    2. Intelligent (know our business), thinking and caring individual

    3. Excellent verbal skills, Excellent listener, Enthusiastic, confident, Mature

    4. Team oriented, people oriented, relationship builder, good listener

    5. Show propensity for influencing others, Goal oriented, ambitious, extremely motivated, Mentally tough, able to withstand rejection, reliable.



    Job Purpose:

    Provide efficient operation of the India Customer Service Team and control and administer all aspects of customer related issues.



    Key Tasks and Responsibilities:

    A) Self-Understanding/Attributes

    1. Understand the companys Business system including all modules relating to Customers, Orders, Quotations and Quality.

    2. Have a strong knowledge of companys India customers and applications by visiting Key Accounts and Authorized Distributors and taking telephone calls.

    3. Understand company products and manufacturing processes.

    4. Understand the needs and applications of our company Key Accounts and Authorized Distributors in India. Work closely with Sales and Key Account Manager to satisfy those needs.

    5. Participate in Global and Regional Sales Meetings as needed.

    6. Develop and implement strategy for the department that coincides with the strategic objectives of the company.

    7. Assist the General Manager BD in the creation of policies relating to eService and Customer Service and ensure their implementation.

    8. Assist the Customer Service Representatives in maintaining favorable relations with customers, Authorized company Distributors, ManufacturersRepresentatives and Strategic Account Managers.

    9. Travel to field as requested.

    10. Regular meetings with Planning, Operations and Finance team to ensure smooth functioning and manage customer expectations

    11. Assist the General Manager BD to guide the Customer Service Staff to establish long-term relationships with existing and potential customers.

    12. Responsible for the company India shipments.



    B) Manage the team

    13. Establish professional standards of performance and underlying processes for the Customer Service Representative and ensure a system of continuous improvement.

    14. Define the professional development of the Customer Service Team in terms of establishing training requirements and other developmental programs and for ensuring their implementation. Provide daily coaching and drive development through the entire team. Lead by example.

    15. Co-ordinate, monitor and manage the Customer Service Team to provide an effective and efficient service to our customers.

    16. Monitor, analyze and manage telephone activity in the Customer Service Department. Monitor and manage change notices, customer returns and customer complaints. Provide corrective action as required.

    17. Determine training needs for the Customer Service Team. Ensure a minimum of 100 hours of training is provided for every employee in the team.

    18. Manage the Customer Service Staff in accordance with company's HRD policies.

    19. Perform Performance reviews with Customer Service Team as required.

    20. Establish, Evolve and enhance Customer service review matrix in accordance with Customer needs and within companys global practices.

Salary: INR 8,00,000 - 12,00,000 P.A.

Industry: Construction / Engineering / Cement / Metals

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Operations Manager

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

    Please refer to the Job description above

Education-

UG: B.Tech/B.E. - Any Specialization, Diploma - Any Specialization

Company Profile:

Teamlease Servcies limited

Hiring for one of the reputed manufacturing MNC located at Ranjangaon.
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Job Posted by

Preethi Nair Assistant Manager Teamlease Servcies limited

1462 followers

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