Customer Service Manager

2 months ago

Coimbatore, India CIRCOR International, Inc. Full time

Job Description and Responsibilities

Customer Service Manager

BUSINESS: CIRCOR Industrial

LOCATION: Coimbatore, India

DIRECT REPORTING: Head Sales (Industrial Valves)

FUNCTIONAL REPORTING: NA

POSITION DETAILS

Position Summary

The Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a professional and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.

Principal Activities

  • Drive customer intimacy through market feedback analysis
  • Improve customer satisfaction level from the current level
  • Manage and drive the customer service team effectively to meet the functional KPI’s
  • Manage and report the order booking for management through booking dashboard
  • Respond promptly to customer requests, calls, emails and drive customer satisfaction
  • Review customer master creation forms and ensure proper customer onboarding in ERP
  • Responsible for order booking and cancellation process as per business guidelines
  • Ensure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulously
  • Participate in the internal order review process CORB, at the time of order transfer for execution
  • Ensure Sale Order Acknowledgement is provided to customer within defined timelines
  • Perform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.
  • Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.
  • Handling any post order customer queries, expedite request and customer complaints, to be communicated with the internal teams and drive for resolution.
  • Open communication with team members to share information and knowledge to drive customer satisfaction
  • Follow established guidelines and monitor all activities within the function as per KPI Metrices
  • Responsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to time
  • Work with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T, Thyssen etc.)

Requirements

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities

  • Ideally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issues
  • Good communication and interpersonal skills
  • Excellent leadership skills with an ability to work with diverse teams in multiple locations
  • Excellent in data management and analysis
  • Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts
  • Good analytical skills and solution-driven thinking
  • Ability to communicate effectively across mediums, audiences, and situations
  • Ability to drive the internal teams to drive customer satisfaction
  • Demonstrate personal ownership for tasks and follow through till completion
  • Good to have customer web portal knowledge and other major OEM portal experience
  • Knowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantage
  • Thorough knowledge of MS Office, CRM and other applicable tools

Education & Experience

  • Engineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA
  • 10 to 12 Years of experience in Customer Service/Inside Sales/Project Management function
  • Experience of handling international customers in US, Europe and Middle East will be an added advantage

CIRCOR is an EEO Employer of Females / Minorities / Veterans / Individuals with Disabilities

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